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AT&T Store
Category: Shopping Mobile Phones Mobile Phones [Edit]
5180 Stevens Creek BlvdSan Jose, CA 95129
(408) 241-9686
- Price Range:
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$$$
- Accepts Credit Cards:
- Yes
- Parking:
- Private Lot
- Wheelchair Accessible:
- Yes
Steve E. said: "Cracked my phone...went in...waited 45 minutes...phone fixed! No appointment, no problem. Great service. Nice job guys." read more »
30 reviews for AT&T Store
Review Highlights
30 reviews in English
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Review from Tim L.
San Jose, CA
1/5/2012
We got "paired" with the consultant Ron (as many others call it.) The greeting upon entry of the store was prompt and polite as they took down our information and told us that the wait would be roughly 20 minutes. Looked around the store and it looked fairly empty, with exception of people sitting on the couch, so we figured that the line was short to see a consultant. We went to Starbucks and came back and walked around the store looking at the cool gadgets they have (not really because half of the stuff they have on display is password protected) Anywho, we reached our 20 minute mark and started wondering why all these people that we didn't see in the store when we first arrived were being helped before us. Well, it turns out they have a big TV with people's names on it to let you know where you stand in line! Duh :-) We checked the screen and we were next in line, but then all of the sudden a guy who missed his turn in line was put in front of us! LAME-O! But oh well, it was a blessing in disguise as we were watching the consultant that he got and whispered to each other "I hope we don't get that guy!" Ron was really helpful and straightforward with his responses. We never felt pushed to buy any unnecessary accessories for the phone. He even ended up saving us some money in the end! I don't know if it's possible to "request" certain consultants, but Ron is definitely one that you should if you can!
5 stars for Ron, he ROCKS.
3 stars for the store, it's stuffy in there and a lot of the other employees look like even they don't want to be there. -
Review from Kim D.
San Jose, CA
Updated - 4/15/2011
Came here to do some research because I got my iPhone stolen.
At the top of the morning, I got paired with Aleks, a sales consultant.
And he tried to sell me, before he was to help me. That is the wrong frame of mind when dealing with someone who just lost their phone.
He told me that "he would keep it real" and that if I were to purchase a cable package, that I'd be able to replace my phone for $199 with an extension on my 2 year contract. He pretty much told me that I needed to "spend more, blah, blah, the company isn't making money on me..."
It didn't make sense to me, because I called AT&T yesterday. And they had a different story.
So I firmly rejected that offer and once that was done and he pushed his business card on me.
"Take my card, think about it."
Uh, no thanks. I walked out without a phone, and for AT&T, I'm pretty sure that's not the point.1 Previous Review: Show all »
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7/7/2008
We had just had Ariake.
And my friend Steph needed a new phone because her MOTO*SLVR didn't feel… Read more »
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Review from Sarah S.
4/14/2011
The store is really spacious with lots of lights and lots of options for phones but unfortunately the service is hit or miss. And 90% of the time that I go, the service sucks. I walk in and out and no one says anything to me or I have to flag someone down to get them to look something up.
They usually average 5 employees at a time too, so its surprising. I guess things have improved slightly because someone greeted me when I walked in this morning and put my name on a list. But after looking at phones for awhile, I noticed that one of the people was just on a computer (i see this a lot, what are they doing? and is it that pressing?) and someone came back from break and went to help someone else (uh, whats the point of the list then?).
Clearly the store if you want to look at phones and not have anyone ever talk to you. -
Review from Eric C.
1/20/2011 1 Check-in Here
Understaffed at 7pm in the evening on a weekday night. I was approached by one friendly employee after walking into the store, and put my name down to be helped by the next available employee.
Then I go right to the tablet section, where I check out both the Samsung Galaxy Tab & the iPad. Spent 30 minutes there and a considerable amount of time with the Galaxy Tab. iPad wasn't working because it wasn't charged. But I'm happy I got to see how the Galaxy Tab works. Mission accomplished!
When I left the store, I think I was still #3 down on the list to be helped. Expect long wait times. But this is a good place to come to play with the latest devices. -
Review from Raymond J.
San Jose, CA
12/10/2010
I waited more than one hour in waiting list for upgrade my service ,after all they find out ,they're out of stock,what a waist time with such a 0 customer service.
I'll never go back again in that store, -
Review from Eric D.
Sunnyvale, CA
11/29/2010
Dropped by this store last week-end because they were one of the only AT&T store in the Bay Area with Windows Phone in stock. We were hoping to get new handsets for my friend through the buy one get one free promotion.
Checked in as soon as we got there. I needed accessories, so while we waited I started chatting with the "accessories" guy who helped me pick out cases & chargers for my phone.
After waiting for 90 minutes, none of the "phone" people were available, had helped us and it didn't look like we were anywhere close getting service.
We ended-up leaving without getting service, buying phones and frustrated. I don't know what happened, it's not how my visits to AT&T stores usually go but this was a major disappointment. -
Review from Alex K.
2/13/2011 1 Check-in Here
I had a good experience at this location. I did experience a long wait time to see a staff member but the staff member was very helpful and addressed all my needs.
My only complaint is the process for upgrading phones and adding a line takes FOREVER!!!! This whole experience really wasted almost 4 hours of my life. -
Review from Bill L.
Los Angeles, CA
11/7/2008
All I have to say is ask for Magne. This guy rocks! I've dealt with alot of customer service people and have been disappointed many times. I have never been disappointed shopping here. Whenever I go in he takes care of me. Absolutely wonderful personality and will go out of his way to help you. I've seen him do it with everyone.
There was one girl that worked there that was clueless but from what I heard she doesn't work there anymore. Doesn't matter. Just ask for Magne. He will treat you like gold. Usually at cell phone places I feel pressured. Not here. No one tried to pressure me into buying anything I didn't want. -
Review from Erin C.
San Jose, CA
2/23/2011
I had a surprisingly pleasant experience at this AT&T store today. I've been an AT&T user for a little over a year since buying an iPhone and my experience had been just ok --and admit I do get more dropped calls than seems reasonable.
A couple of months back, my mom also got an iPhone and was added to my plan. During my last billing cycle, my bill more than tripled sending us in to the AT&T store to better understand her plan and mine and what was could be driving those overages.
We were randomly paired up with Anthony, who had a great, upbeat attitude and seemed genuinely happy to help us figure out what was going on. After closer inspection, it was a combo of talk and data usage overages that fuled my insane bill, so Anthony suggested upgrading to a new, little known more all inclussive plan that adds ulmited calls to any mobile device (not just AT&T) and offered to inquire about perhaps crediing back some of those extreme overages.
It seemsed like a long shot, but Anthony was able to communicate our confusion about our plans and the fact we'd upgraded to more inclusive ones and managed to a good portion of my overages credited back.
Its not often that you get service so above and beyond good that you want people to know it. So if you're in need of a phone or have questions about your AT&T phone, go see Anthony. He'll take real good care of you.
There was a bit of a wait to see a rep and the process took us a good 40 or so minutes, but overall AT&T just won back a few points in my book. -
Review from Christina G.
San Luis Obispo, CA
8/20/2009
Horrible service in every way. First time... 3 HOURS there. Just to close the old account and start a new one. And still charged activation fees up the wazoo.
Second time... completely ignored for first 20 minutes. Several employees walking around store, not asking if we need help with deer in the headlight looks plastered on their faces. So tell me why when I call AT&T to switch over my old # (which they told me I could in the store), they tell me I have to go into the STORE to get that done.
So I go into the store.... and what does he say? "I have to call AT&T to get that done." And then they wouldn't even do it, the person on the phone said that they "just changed their policy, now you can't transfer a number when opening a new contract if it doesn't have the same area code as the area you are opening it in."
AT&T, all of your stores and your cruddy service can SUCK IT!!!!!!
Unless you want to hate your life, go with any other company but this one. -
Review from jasmine c.
San Jose, CA
2/27/2011
My fiance and I decided to finally enter the 21st century and upgrade our old Blackberry's to iPhones. We came in on a busy Saturday afternoon and were greeted immediately and paired up with a salesman. Even though the store was busy our salesman Seyar took his time with us to layout our new plan and go over every line with us. I am one of those people who has to ask every question in the book when I am making a financial committment to anything whether it be a couch or a new phone. I admit that I can be a tad annoying. Yet, Seyar answered each question with full attention and much gusto. We never felt rushed, or pressured which is a biggy for me. I have a soft spot for attentive service.
The only issue I had, had more to do with other patrons than the store itself. I can't stand when people let their children run wild, especially when electronics are involved. There were kids everywhere banging on the products, and when I was trying out the iPad, one kid came up under me and pushed me out of the way! Again, this issue has to do with other patrons and not the store or the staff.
We both left happy and are satisfied we are continuing our services with AT&T. -
Review from Shannon L.
Fremont, CA
8/14/2008
Customer service at retail stores is sadly a hit or miss nowadays. Unfortunately every living, breathing thing in this store is a MISS.
It took us approximately 20 minutes to get acknowledged. At the time, they were incredibly busy but still... not a single word from anyone. Don't even think about writing your name on the sign-in sheet. Nobody will look at it. Nobody will help you.
It was 30 minutes before closing, I figure anyone we got would try to speed up the process as much as possible so they could get off work. BUT our sales rep was so.... s...l...o....w and had very odd, eccentric tendencies:
#1: Everytime I would tell him a number (phone number, social security, account number, etc.), he would type it into the computer while staring, without blinking, at me. Looked like he was proving to me that he could type efficiently and accurately without even glancing at the keyboard/monitor. Too bad he DID mess up and had to ask me for it again. Thus, continuing the same staring procedure.
#2: He picked up & took a personal phone call while trying to help us.
#3: Another customer who just walked in needed help, and our sales guy told him "Someone will be with you... eventually, someday". How reassuring. He kept repeating this and with a sneering snicker to the customer, poor guy.
#4: He tried to upsell us EVERYTHING. He brought out every possible accessory for my phone available.
#5: He tried to upsell me extra plan features when I clearly told him what I wanted and ONLY what I wanted.
#6: He said someone may call me with a survey to evaluate how service went. He asked if I would give him a 10 and I said I would have to highly consider it. Then he asked what he can do to change it to a 10. NOTHING. You've already creeped me out enough to consider never stepping into that wing of Valley Fair again. GO AWAY!
Sales rep guy - I'll do you a service by not mentioning your name. -
Review from Steve T.
Cupertino, CA
9/18/2011 2 Check-ins Here
High tech service, they took your name down with hand hold electronic device then sale rep will call your name to help you.
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Review from Jay L.
San Jose, CA
11/1/2011
I lost my IPhone and needed a new SIM card for my other phone. While I was waiting for my number to be called, I listened to all the strange questions/comments from other customers. Like "my son is 4 years old and I want to get him an Iphone for Xmas. What do you think?" Or the lady that stood next to me for 10 minutes and asked TJ while he is helping me: "How long is this gonna take, I want to upgrade my phone." Really? Did you even take a number? What I am trying to say is that a rep. at an AT &T store is not an easy job. I would not last a day there.
I was helped by TJ Dinh. He was so pleasant and patient. He told me that he lost his phones too (pool and fish tank!) which made me feel a little better. I gave him my information and he called the corporate to reactivate my number and replace the SIM card for me. He even tested for me. He took 20 minutes of his precious time to do things for me. I am grateful for the extra effort and steps he took to make it so easy for me. -
Review from GaGa B.
Santa Clara, CA
8/29/2011
Went in as I had an issue with my SIM card. A lady (sales associate)- name starts with "S" (cant remember her name but she was wearing a green top) came to take my details and boy did she have a sucky attitude. Hey, at least fake it and act friendly towards a customer even if U had a bad day. She had this "why the hell are U here" look.
The only reason why I am giving 3 stars is because the sales consultant who helped me later - her name is Angela was really helpful.
The lady with the green top - get a better attitude when interacting with customers at the store - does not kill U to smile - U get more wrinkles with a sulky face ! -
Review from Vinh N.
San Jose, CA
2/26/2011
Worst service ever! I walked in and there are 6 staff at the counter and no one wants to help you. I'm used to Verizon where they come up and greet you when you walk through the door.
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Review from Benjamin T.
Cupertino, CA
3/2/2011
Having been a customer for the last 8 years, I would expect that my business would be appreciated. I was very disappointed to find out otherwise when I visited this 5180 Stevens Creek Blvd store.
The store manager, Ryan Snare, was an absolute pain in the ass. He would find every minor reason not to give me the promotion that AT&T advertised, either on TV or via direct mail sent to me. After 3 separate trips to this San Jose store (because he kept asking me for proof of this or that), I gave up!
I went to a different AT&T store a week later (Westgate San Jose), and my experience was totally different. No questions asked. Very smooth. Very pleasant. The store manager got my business right away.
It's a world apart from the crappy, don't-give-a-shit attitude I experienced from the 5180 Stevens Creek Blvd store. Stay away from this 5180 Stevens Creek Blvd location!
What's the difference, you may ask, since the crappy 5180 Stevens Creek location, and the pleasant Westgate San Jose location are both owned by AT&T. Well, I will summary it in 2 simple words: sales quota. Each location has their own monthly or quarterly sales target. If you are not happy with the 5180 Stevens Creek Blvd location, but really want the promotion from AT&T, take your business to a different location -
Review from Tom F.
San Jose, CA
9/22/2010
I had the worst retail experience of my life in this store, and I've lived in Paris, New York and Los Angeles, places famous for rudeness. I was so disrespected by the store manager when I asked for satisfaction for my highly defective iPhone that I complained in writing to the Presidents of AT&T and AT&T California. I am also filing complaints with the California PUC and the FCC. (I have never been forced to do so before in my 60 years of life.) Frankly, my advice is shun AT&T and give this store an especially wide berth.
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Review from Liz G.
Santa Clara, CA
5/15/2010
I prefer this store to any other in the area. They're always quick to ask me when I walk in "Hello how's your day? Have you been helped yet?" and I tell them whether or not I need assistance. Normally the person who's asking about my day is the one who assists me on all my needs and questions. They are pretty updated about everything in the company like rates, best phones, and recommendations.
What I do like about the store is when it's packed they keep a check list at the front of the store. I always know to sign it and when I do they tend to get through everyone on a timely matter. I have a pet-peev when it comes to helping people outta order. But this way I have nothing to worry about.
The number one thing that I hated about going to places like these is when they try and convince you to buy something outta your price range. I never run into this here.
Every time I've stepped into this store, I'm always out with in 1 hour when I get there. Some people think that an hour is too much time but I don't. I don't mind looking at the new gagets and seeing what' the newest craze. -
Review from Emily H.
Santa Clara, CA
11/19/2010
Destiny helped us as we walked through the door and let me tell you, Destiny's destiny was not to work in an AT&T store and if I were to be perfectly honest, probably not any job related to customer service. I don't normally say this about people (and definitely out loud or to a place where many people will read it), but man, was she a real b****. She was extremely rude, curt, and kept insisting that she was right when she was not. It was the worst customer service I have received in a long time, and I recently went to the Kiely & El Camino where the service was slightly better.
I disliked her so much, in fact, that I would be willing to pay more money to purchase it at another location from someone else besides her. But they wouldn't give me the deal the other ATT on Kiely and El Camino would, so not only do I get better service there but I can get it for cheaper. Or, let my contract run out. I am far from pleased with AT&T's service. The only people who work for them who are courteous and polite are the people you talk to when you call in. -
Review from LoveMeTender t.
San Jose, CA
8/4/2011 1 Check-in Here
not a fan i went in just to get help putting on a glare cover on my phone and was helped right away by a manger ( thats a plus) but then he took my cell phone to the back for at least 15 min and then came back and said ok here you go. the last time the guy did it right away and infront of me . im asuming he had someone else so it for him..
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Review from Janny T.
San Jose, CA
Updated - 7/20/2009
Had to come here to convert my account and had the same rep. I told him which plan I wanted and he showed me a different plan. After telling him exactly which one i wanted and then he slowly says "oh so this is what you wanted". umm...Yes...that is what I said when I walked in-TWICE. He seemed like he was high or something. At least he didn't make me sign the "guestlist" this time.
1 Previous Review: Show all »
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6/28/2009
I have to agree with everyone on yelp, this place has really really bad customer service. I came… Read more »
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Review from Charlene T.
Santa Clara, CA
7/13/2007
I needed to get a new phone to switch from TDMA to the new GSM network. First, all the agents were busy, not with other customers but in the back, so I had to wait for a good 20 minutes. Then, this place told me I would have to call in to get switched. So I had wasted 30 minutes. When I called in, they told me I had to go to a store. I ended up at the Cingular store at Westgate Mall, where the sales people were clueful and nice, and got me my new phone in 15 minutes.
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Review from Dee J.
Santa Clara, CA
7/29/2008
Bad customer service. This guy James Kim is very arrogate and unhelpful. What more can I say about that?
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Review from Vip X.
Santa Clara, CA
7/2/2011
Customer support is just not acceptable at this AT& T store. I will visit a different store next time.
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Review from Samsudin K.
Santa Clara, CA
10/4/2009
Bought an Iphone after my 2 yrs contract ended with the old BB phone. The service was excellent and Sarah was able to help with all my questions. She help to check the discount with my company.
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Review from David S.
San Jose, CA
11/5/2009
I came in here because I have just experienced the worse service from 3 of the Sprint PCS stores in my area. Rob the store asst. Manager and Destiny who he
lped were both super nice and knowledgeable about their products. They have people letting you know someone will be with you and make sure you are attended to when you enter the store and while you wait.
At that point it was not so much about price, I was switching just because I enjoy the service from this store. -
Review from abcxyz a.
Sunnyvale, CA
12/7/2010
Worst store.Think many times before you visit this store.The guys are too inefficient.Most of them are some trainees who will mess up your accounts and make things more worst.We have been struggling to get the account owner change for past 2 months and they could not help us.First we went they said it will take time.Second time again some ISsue..Third time they messed the account and charged some fee.Fourth time they gave us some another number to call.Very frustrating and time consuming.
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Review from R S.
Santa Clara, CA
7/12/2008
AT&T has the worst customer service ever. You've been warned.
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Review from D T.
Santa Clara, CA
3/27/2011
One of the staff needs to be re-trained or ethically educated. I requested to get go phone service with a new number on the unlocked GSM phone I bought elsewhere. The first sales rep immediately asked me to wait for another sales rep to sign up for gophone service and went to assist another customer. the second sale rep immediately asked for my photo ID and person info (phone#, address, birth date, ssn number...etc) and told me that I need to pay $500 deposit and get into 2 years contract when all I need is a SIM card, a wireless number and a $60 prepaid card. I confirmed with this sales rep 3 times to make sure I'm not mistaking on what he is trying to get me into with gophone service. He insisted signing me up for 2 years contract with gophone service and charging me $500 deposit when I'm not getting any phone from AT&T. This second sales rep started working on his computer with my information before he even told me that he wants $500 deposit and signed me up for a 2 year contract. I took my photo ID and walk out of this store when he printed out the contract with my information and wanted me to sign the contract. I was not prepared to pay $500 for signing up a new line of wireless service. As I walked out, that sales rep chased me all the way to the entrance and kept telling me that no matter what I try, I'm gonna have to pay $500 deposit and sign up 2 year contract for gophone service. I went to another AT&T store and confirmed that the sales rep from this store was lying and no one knew what this sales rep was trying to get me into.
