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AT&T Store
Category: Shopping Mobile Phones Mobile Phones [Edit]
3251 20th AveSte 240
(between Buckingham Way & Winston Dr)
San Francisco, CA 94132
Neighborhood: Lakeside
(415) 564-2171
- Hours:
Mon-Sat 10 am - 9 pm
Sun 11 am - 6 pm
- Price Range:
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$$$
- Accepts Credit Cards:
- Yes
- Parking:
- Garage, Private Lot
- Wheelchair Accessible:
- Yes
38 reviews for AT&T Store
Review Highlights
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"He was extremely nice and very helpful." In 3 reviews -
"Best Buy not only had the phones in stock but how..." In 4 reviews -
"It's just that simple." In 3 reviews
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38 reviews in English
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Review from Stephanie N.
San Francisco, CA
2/21/2012
Just so you know, I hate going to the mall. So when my nephew dragged me to this store back in November, I was not thrilled. But the staff couldn't be nicer and more helpful, since we were high maintenance customers that day. I wish I could remember that lovely woman's name.
But yesterday, my blasted phone started freaking out again and I was forced back to the mall, after having a horrible experience at the a bic lighter cell phone store. Stephanie couldn't have been nicer or more helpful. Customer Service is high in her book because she didn't even sell me a phone, but she helped me pick the best one out for me.
It reminds me of when I used to get really great customer service from ATT years ago. -
Review from Mike N.
San Francisco, CA
12/7/2011
This is the end of my trifecta of reviews of the experience of switching from my old iPhone 3GS to my new iPhone 4.
In summary, I went to the AT&T Store in the Mission, had a disappointing experience there and ended up walking out not getting the results I wanted, went over to the Apple Store in Stonestown, received PHENOMENAL service thanks to employee, Pascal Ling, complete with an escorted adventure up to this AT&T Store in Stonestown Mall.
The Apple Store employee explained the situation to the AT&T employee, who gladly helped me right away. In 10 minutes, I FINALLY had my new phone, activated and ready for use. The employee was super friendly, personable, and made the service a pleasant experience. She was so easy to talk to, I even ended up telling her about my ex-boyfriend at some point and how we had a really memorable and fun trip to Northstar when we were still together because she had a picture of her and her boyfriend at Northstar on her phone. Don't ask me why... yeah, I know.
Anyways, great service, fast results, and I went out a happy customer... with a new phone. (= -
Review from Willie G.
San Francisco, CA
4/4/2012
Total hit or miss at this location. One moment you'll get someone that genuinely tries to help you figure out the flawed AT&T system, then get transferred to an assistant mgr that blows you off and says call the 800 number. Waste of my time but they'll always make sure to end the conversation with giving them good reviews if I receive a survey. What a fucking joke.
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Review from Diana T.
San Francisco, CA
Updated - 3/5/2012
AT&T is still horrible. I'm still with them only because I love my iPhone4 so much. Am I ashamed? YES. Please stay away if you aren't already tied down to them!
1 Previous Review: Show all »
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9/29/2010
I hate AT&T!! I made the switch because of the iphone :[
Little did I know how horrible and sad AT&T… Read more »
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Review from Vikki K.
8/29/2011
I had a great experience opening a new iPhone at this location with an associate named Megan so I returned when I got my phone stolen. I was wondering why the place had such bad reviews on Yelp and now I know why.
The man in the suit and round glasses who greeted me (who I assumed to be the manager) looked enthusiastic when I told him why I was coming back in--because I was robbed. My boyfriend was a little thrown off by such unsympathetic customer service. Then, another associate Tania looked almost ANNOYED that she had to help me. She was also smacking on her gum then eating candy with her mouth open. Not only disgusting but very rude customer service.
Today, I went in hoping Steven could help me put my phone protector on since last time he did a fabulous job but he was busy so another associate named Kit helped me. Although he tried his best (I hope), it left many dust particles lying underneath the protector. I had asked him if he was the best person to ask and he just said he could do it...
Last but not least, another associate named Stephanie also look bothered when I asked her a question and yawned about 10 times in 5 minutes and whined about when she can go on lunch to Kit while he was fixing my phone. If you don't want to work there or look like you hate your job then just don't. Also, maintain a level of professionalism when you are on the floor in front of a customer or client. These associates act almost like teenagers working at a summer job.
I won't be returning at all whatsoever, at least not until they get a new team of workers. Until then, I would rather drive all the way downtown to give another AT&T store business than this one.Listed in: Born to Shop
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Review from H T.
San Francisco, CA
5/9/2012
If it were possible to give this store 0 stars, I would. If you value your time, integrity or money then stay far away from this store. Not only are the sales peolpe incredibly rude and condescending the apple falls not very far from the shady management tree. I made the mistake of going to this store after the store on Geary did not have a phone I wanted. First they misquoted the cost of the phone-that was the manager of the store, stating the cost to be $20 more than advertised and the store at Geary had already given me. They were pushy, beligerent and very rude. The manager asked me if I understood that I could not change the phone I requested in 2 years. Really?? I'm 36 years old, college educated and a professional. Yes, I understand the concept of time. The salesperson was rude-insisting that I had to buy either insurance, for a phone he kindly reminded me no less than 10 times was obsolete, a case or some other equipment. All for my own good of course. When I did not budge on the reason I was there which was to replace my phone, he was dismissive and gave repeated jabs at my lack of intelligence with regards to phone choice. I've never had such an aggressive attempt at sales in such a rude manner. Seriously, I hardly ever write reviews but this was such a miserable experience, I would never want to subject another person to this store. Go to the AT&T store on Geary. The sales people there are polite, helpful and have never been shady in any of my dealings with them. Next time they are out of something, I'll go directly to the manufacturer and pay anything to avoid returning to this store. Horrible bunch!!!
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Review from A W.
San Francisco, CA
5/4/2011
First question I want to ask is, do they even who what the heck they're doing?
Reviewers, you be the judge of this situation -
Opened a GoPhone for a family member. That's $25. Barely used the phone and it kept getting text messages saying someone was changing the pin so it fried the sim card, TWICE. After the second time we go back and try to find out what's wrong. Good job, some IDIOT at this store gave this number to someone else too. Ok well wouldn't it only make sense to give us back the $25 to a new number? NOPE. They gave the OTHER person who had the same number OUR $25. They even told us there was $50 in that account. Real nice. The manager is obviously just as USELESS as the workers there. So we had to pay another $25 to open a brand new line. So $50 down the drain. -- HOW IRRITATING. Basically GAVE AWAY our $25 and then have the nerve to tell me we can't get a refund. WHY THE HECK NOT. It was YOUR mistake.
Will be in the process of filing a complain. Ridiculously unprofessional. -
Review from Dan T.
San Francisco, CA
1/17/2011
After two craptastic visits to this location I can safely say that the entrance to the pit of hell starts here.
First, to cancel my service so I could buy a new phone and start a new plan I was forced to use one of the "for sale" cell phones. That wouldn't be so bad, but each phone has a security device that is located where the earpiece is! Thank jerkstores!
But at least I got help. The first time I walked to the store I explained that my cell phone broke and I needed a new phone. The lady explained that they were too busy and to just call in to cancel my service. When I explained that the cell phone was the only phone I had she told me just to call AT&T to cancel service. HEY LADY, MY PHONE IS BROKEN! THE ONLY THING IT'S GOOD FOR IS TO SHOVE IT UP YOUR #!@!#!@!@!
When I waited in line I noticed I wasn't the only one getting screwed. Customers were walking in and some were being told to wait a hour and others were sent out of the store. Almost all the phones were out of stock, and when customers wanted to know when the next shipment the employees just told them they didn't know and they'd have to check in later.
I'm starting to think AT&T outsources their employee training to the TSA! Actually, that would be an improvement. -
Review from Ashley I.
San Francisco, CA
Updated - 5/20/2011
So the Johannes told me to buy the insurance on the iPhone. I said no thanks and almost walked out before he said that it's glass on both sides and he felt nervous that I was going break it. I mentioned that I can/have/will be kinda rough on my phones.
He suggested that I at least get a phone cover just in case. I dropped my phone on day 3 and only 3 days ago got pushed up against a rock...by a wave while my phone was in my pocket. It was unresponsive on the first day and I was lamenting not getting the insurance but by the next morning it was fine. I really do think it was because Johannes suggested a cover that was metal wrapped in a another rubber cover.1 Previous Review: Show all »
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4/30/2011
The service from Johannes from the AT&T store was absolutely what I needed. I didn't have much of… Read more »
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Review from mary H.
Berkeley, CA
12/4/2010
Honestly I want to get in and get out.
If you need help, make sure you ask the same question to everyone who works here.
I wrote my story, but then just deleted it. Moral of that story was that this place sucks.
Obviously, it's a hit-or-miss. But seriously, they need smarter people. -
Review from Anthony L.
San Francisco, CA
10/15/2011
Wow, I'm quite surprised by the number of negative reviews for this AT&T store. I guess perhaps my experience here the other day was an "out of the ordinary" situation, because my family and I had an excellent experience here just the other day.
My family had gone to this AT&T location because we were looking for screen protectors for our new iPhone 4S' (Yeah son). Not only did we find that the screen protectors were of the same quality of Apple's, they were substantially less expensive as well. I am terrible at putting on screen protectors, so I asked if the person (Francis) helping us would mind putting the screen protectors on ... on FOUR iPhones. Francis was awesome; without hesitation, he helped us out, and did an AWESOME job putting on our screen protectors ... and at no additional charge too. Francis is a good man, seriously. He also helped us with choosing all of our cases, and bundling things to try and save US money ... super cool. All in all, Francis provided above and beyond customer service -if I do go back to this location, I'll definitely be looking for Francis.
Again, can't speak for everyone else's experiences, but I was thoroughly pleased. Thanks Francis! -
Review from michelle h.
Oakland, CA
10/11/2011 1 Check-in Here
WORST store I have yet been to. Went in, they were not busy at all. Told one of the sales associate that I wanted to upgrade my iPhone 3GS to an iPhone 4...he said sure and that he would have some one help me right away.
So I walked over to where the iphone4 display was..stood there for 10-15 minutes and still no one helps me! Decided to purchase it somewhere else
WORST CUSTOMER SERVICE EVER -
Review from Anna K.
San Francisco, CA
12/8/2009
Worst customer service I have ever received. Anywhere. And this says a lot considering I am very easily pleased! My father who has an accent came in with me and I witnessed a totally rude and arrogant attitude towards him. Due to their deceitful phone upgrade prices, we needed clarification before plunging into a 2 year contract. Instead, two sales people on two different days acted like they were the ones paying us for their services!
I would suggest going to Daniel at the Serramonte location for wonderful AT&T service!!! This store gets a star for having Daniel associated with their company name.
In general, If you are not interested in the IPhone or the free mobile to mobile service, I would stay away from AT&T. It isn't worth it. -
Review from Richard F.
San Francisco, CA
3/2/2011
The good news ,,,,The name is easy to remember ,,,the store maybe bigger than your home bathroom, the people who hang out at Mission and 16 bart station maybe more helpful than this store.
The bad news ? Lets see ,,,what 5 dropped calls a day, customer service that has been ranked the worst in the country ! This store shows you what that means. They will take your name and forget you. It's just that simple.
The iphone in this city is a BUST. -
Review from Darius A.
Millbrae, CA
7/12/2011
I came here quickly to inquire about the microcell they offer. Without me having to bitch or complain about the lack of reception I have in my office, they offered me a free microcell. The thing works great. People go in there with a pissy attitude expecting nothing but kindness in return. Fix your attitude and go in there and I am sure they would be glad to take care of you. Although I could rant about how crappy atnt service is in San Francisco, this review is about the stonestown store.
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Review from Heather C.
San Francisco, CA
Updated - 12/2/2009
Lucky ole me my screen cracked and my entire screen turned white, and me being the smart person I am did not save my contacts to my sim.
Came in with my mom and a lady greeted us and asked us if we needed help; we told her what we needed to do and she kindly directed us to someone that could help us. The lady who helped me was super nice and she transferred over my contacts from my broken phone to my new phone and she was nice enough to even try to transfer over my pictures but it didn't work so she referred me to the AT&T service store in colma.1 Previous Review: Show all »
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2/7/2009 First to Review
I got my new blackberry bold (i'm addicted to that phone..help!!) from here and the man who was… Read more »
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Review from Galen W.
San Francisco, CA
6/19/2009
Bizarrely wonderful service from The Phone Company.
We've bought several phones (some for friends/family) over the past few months, and every time the staff has been knowledgeable, helpful, accurate, low key, and down-right personable. They've even suggested money-saving actions (reducing the number of minutes on our plans).
What these folks have said and done has been flawless. Sergio and Eric are two reps who stand out, but no one has been less than excellent.
It's scary! -
Review from M C.
San Francisco, CA
Just came back from this store and had a question for the sales since their display laptops couldn't get a connection. The sales were quick to respond, but some of the sales are so arrogant.
Asked them a simple question and they thought they were so smart without even realizing the actual question at hand. -
Review from Cal Z.
1/10/2011
April 15, 2011: Well, bad news for those who still want to deal with AT&T. Received an email today from AT&T that the Westlake store has moved to Stonestown.
Minus stars should be the rating really. Horrible, horrible, horrible service representatives who have terrible attitudes and are truly ignorant. They seem to want to stand around looking cocky rather than try and work on 'customer service'. Look at all of the phones on display and 99% of them have an "Out of Stock" label next to them. Why? Because they claim in their spiel (obviously that is what the management told them to repeat to anyone who asks) that the recent notices sent out to customers to exchange their outdated phones to 3G phones at no cost caused a deluge of customers to nab any and all of the available phones in stock. They will tell you each time that you ought to call back 'next week' if they have stock. Either that or order one and wait. Curiously there were at least two other customers who were fuming at the lack of stock also, and also they were holding that same very notice to exchange their older phones to 3G phones at no cost as I had. Perhaps, it's some sort of AT&T ploy to get people to upgrade. Yet this does not excuse the idiocy of the Stonestown staff.
Generally the inept staff really have nought to do at this store's location...other than to be total stupid a**holes. Even the weird looking woman (she has some sort of googly eye problem and seemed to be sort of like she's slow to comprehend anything though it's said in perfect English) taking down names (yes, you have to be placed on a list to get assistance) cannot even spell. Because of the boob of a woman who misspelt my name they scratched me off their list as a 'no show'. Idiot. First of all learn to spell.
The one thing the conceited representative I did manage to deal with did right was to tell me to go to Best Buy (or any of the other third party AT&T agents). Best Buy not only had the phones in stock but how exceptional was their sales representatives who were not only knowledgable but personable!
Thank you AT&T Stonestown store for introducing me to Best Buy for that is where I will return next time I fulfill my upgrade option. Why should good paying AT&T customers have to put up with no service and an attitude from AT&T representatives?! Should be quite an embarrassment for AT&T lest they don't care... -
Review from Patrick S.
San Francisco, CA
6/15/2011
Terrible customer service. I bought a cover for my iPhone 3, then decided to return it (unopened, with the receipt) because my wife reminded me that we'll probably upgrade to the 4 soon. The manager wouldn't give me a refund because its been 38 days instead of 30 days. So now I refuse to buy my next iPhone from them and they're getting yet another lousy review on Yelp. Way to manage your store, jackass.
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Review from Vijay P.
Morgan Hill, CA
8/13/2010
Walked in last week to ask a question about my corporate plan and there where 2 other people in the store and 5 reps. The three reps made I contact with me, but did nothing to assist. Waited for 10 minutes, and walked out in total disgust. We all know that ATT coverage sucks, but their customer service blows more.
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Review from Jon M.
San Francisco, CA
11/27/2011
I believe the guy who helped us was named Jaydee, but I'm not positive. He was extremely nice and very helpful. The manager was also very helpful. Got us all set up in a very reasonable amount of time. I'll be going back.
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Review from angela l.
6/27/2010
for some reason, the internet at my place would always crap out. this is especially frustrating for any college student, and instead of spending hours on the phone on hold with someone i decided to just go talk to someone in person.
i have always had helpful and efficient service here. i have been talked through basic troubleshooting, and when that didn't work i simply switched out my modem. it's always been a quick process. i also came in several times to consult about getting an iphone [i'm really indecisive] and got some of the most useful help from jewelyn and another younger guy named huy. they didn't seem to mind my questions and have persuaded me to jump on the iphone bandwagon =]
sadly, i don't live in SF anymore. however, i honestly think i would still make the trek out to this specific AT&T for any questions or problems i had. -
Review from RE P.
San Francisco, CA
4/23/2010
They deleted my entire voicemail account when transferring me from one (compatible) phone to another. I am NEVER going back to this AT&T store unless it is to picket it. Here's the story:
I had an opportunity to give my regular iPhone 3G to a beloved person and upgrade to a discounted iPhone 3G-S. I talked the process through with both Apple and AT&T tech support ahead of time, because I didn't want to lose data -- including saved voice messages which I specifically asked about. The guy at the AT&T store at Stonestown said that all my voicemail would transfer from old iPhone to new iPhone because NOTHING WAS CHANGING about my account. NOTHING. But he deleted my data plan and re-entered it as a "new sale" data plan, thus DELETING MY VOICE MESSAGES. I will never trust these people to handle anything again.
The moment the guy hit that delete button, my voicemails were lost, and there was nothing I could do or can do now. I've spent the better part of 36 hours on the phone with Apple and AT&T about this. They're sorry, but they can't fix it. This is one instance where sorry doesn't help me. -
Review from Erlsk Q.
Daly City, CA
Updated - 7/19/2010
Add Leroy Smith! He's great!!! Very helpful, very nice, very apolegetic since we had to wait.
1 Previous Review: Show all »
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5/9/2010
Walter Brown is your man here. I came in just to get the cheapest phone since my daughter broke my… Read more »
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Review from Cami K.
San Francisco, CA
3/2/2010
It's so sad that I go there to get a battery for my phone and the girl I spoke to who's eyes were looking at (G_o0_d) knows what tells me to go to Sprint to have them deal with my problem. She not only lost a potential sale but I had been with that company for 10 years what a shame they ended up where they did (owned!!!) I walked 14 feet down the corridor and got a Droid from Verizon I am so happy with Verizon Tim was a really cool guy he was friendly (A concept AT&T should require when they employ)
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Review from Paula G.
San Francisco, CA
1/11/2010
Every time I go here I get poor service. For example the other day I went and needed help with my phone. One of the employees greeted me at the door and put my name on a 30 minute waiting list. So I waited for 30 minutes and finally got paired up with a lady who had a big attitude problem. She wouldn't let me tell her what was wrong with my phone, she pretty much didn't care. She just gave me a sim card (that was not activated) and told me to call to activate it. And when I asked her for the number she just told me where to find it. But once I asked her a third time she finally gave it to me. I definitely would not recommend this place for anyone! The people here are rude and inconsiderate.
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Review from pure t.
San Francisco, CA
11/23/2010 1 photo
Went in to pick up a new 2wire modem when mine stopped working. The sales person told me that it might be a $10 power cable issue. Turns out she was right. Saved me $90!
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Review from Erika A.
San Francisco, CA
2/22/2011
I have no idea what is with the typical arrogant, douche bag attitude these sale associates have. I never know what kind of service I'll get when I walk in to ANY at&t store. Some of the employes are cool, and some just completely lack customer service; as if the whole process of purchasing a phone isn't already a pain in the ass to deal with, talking to these people just makes the experience even more dreadful.
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Review from DDC C.
San Francisco, CA
6/11/2011
After visiting this store I totally look forward to when I can ditch AT&T for Verizon. What unfriendly service! What surly staff! How much I hate AT&T!
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Review from Karsten W.
San Francisco, CA
6/19/2010
Went there to replace a broken SIM card. Walter was very helpful and friendly, the card was replaced at no charge.
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Review from Dan H.
San Francisco, CA
12/29/2010
What a nightmare of staff and management. No phones in stock, forcing you to buy things you don't need or want, just from the type of phone that you have (it is my own ATT phone, not subject to contract) I found the staff very unpleasant and even rude. Am difently changing my plan after this visit.
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Review from David J.
San Francisco, CA
5/13/2011
Went to ATT store in January and free upgrade. They were out of stock for over 2 months and then when they had them stock they wanted to charge me for the phone and sign another contract. Better to buy phone on Ebay and maybe use another service. Customer service at ATT store is very bad, the Reps only want to sell you a new phone and make you sign a new contract so they can make their commission! Better to maybe avoid ATT and look elsewhere!
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Review from Ed M.
San Francisco, CA
3/16/2011
I lost my cell phone, got a new one. Then I found the old one, which I liked better and wanted to use it. I called ahead and talked to Ian who was great on the phone. I drove there, asked for Ian and got the job done. There were some minor complications and he sailed through the procedure, got it done fast and was really great to work with. Excellent customer service, as good as it gets. If you go there you can't go wrong if you ask for Ian.
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Review from tim k.
San Francisco, CA
3/6/2010
Hard to believe that so much damage can be done in such a short period of time. After 8 6ears as a client, paying tens of thousands in billing, they completely screwed me. I was moving my account from family to small business and they turned off my international capability. When called, it was all about being a "new" account and they could not help me till they had 3 months of experience. i have had the same services with them for 8 years. I am so done. This is a company that does not care in the least for high value customers. There systems and policies are flawed. A manager call back is 24 to 48 hours. I wish I could wait that long to interact with my clients. Thanks ATT, you have finally broken me.
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Review from Cyrus S.
Swarthmore, PA
8/26/2009
Really helpful and quick service
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Review from Michael L.
San Francisco, CA
6/9/2009
great customer service here. apple was trying to deny my upgrade to the 3G-S. So i ran over here and a cool sales rep named eric fixed the problem thru at&t quick. so i was able to get my phone for $199 instead of $599. apple trying to cheat me, whats up with that.
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Review from fred o.
San Francisco, CA
9/20/2009
This is the best AT&T store. Ask for Huey or Jewelyn. They know what they're talking about. Avoid the Apple store in the mall. They don't know what they're talking about. Simple as that.
