AT&T Store Daly City Gellert Marketplace

Great customer service provided by Jessica. Extremely patient and professional

I had a 9 AM appointment on 4/26. I received numerous text and email reminders even at 7 AM that morning. When I showed up and waited outside until 9:10 an employee opened the door and informed me that due to staff shortage they would not open until 10:30. When I expressed my displeasure and asked to speak with the manager I was told he/she was busy. I never received a text cancelling my appointment nor an apology. A few minutes later and employee came to the door to change the sign to 11 AM, gave me a dirty look, and ignored my knock on the door to get her attention.

To long if a wait go to the att in the mall on the next plaza over much better staff there I was able to relax and eat even as they helped me with all my tech questions and transferred my info over to my new phone

This was earlier this week (Nov22,2020 or so). Rep name is Jessica. I went in to upgrade and trade in my phone, along with my parent's. Did my research online already on all the terms and condition, and was hoping to get my new phone Live rather than wait on shipping. Id like to play a little dumber so the reps feel like they're doing an excellent job, but man this lady just didn't know what she was talking about. (Or was she trying to play me? Not sure which is worse) She told me they didn't have my phone of choice there so she walked me through the myAtt process to order. There I asked her what the $5/month is (its for NEXT). I asked her TWICE thinking i heard wrong. Her responses were that basically i can't trade in my old phone if I don't commit to the NEXT program. Not true. It has nothing to do with it. Next just gives me an option to trade in EARLIER on the next round of phone upgrades. We're talking about this process now, my friend. So was it 1) she doesn't know what shes talking about or 2) she treated me like an amateur to sign up for something i didn't need. If the former, this girl needs some intense training cause i am not an expert at phones or at at&t but this process is so blatantly easy you can't mess up and if shes teaching someone this process she doesn't know. She needs retraining or needs to be let go. Shes sharing wrong information to customers and I don't think this is what AT&T stands for do they? If it was intentional, she's just caught redhanded. I went through the process anyway to order phones, but right outside the store I immediately cancelled my order. Afterwards I went back in to test her again, asking how I transfer my data from one phone to the other, she said its through icloud or an app. I am not sure if she's ever opened the iphone 12 before but the transfer is literally from phone to phone when you open the iphone12. Please do your due diligence before helping customers Jessica (or jennifer i forget who you are) I am not sure if you're working there because you got hook ups, your shapes and appeal, or that people pity you. Cause you definitely don't qualify to serve customers at AT&T. Simple as that.

My wife scheduled an appointment, which was confirmed by text the day of the appt. When we arrived, the manager, Dennis, refused to honor the appt. He coldly told us to go to the end of the long line of people waiting outside the store. He did not apologize or offer to compromise. My wife & I are in our 70s, in a pandemic on a cold afternoon. We left. I sent a polite email to his supervisor, Jake Lipana, who didn't even have the professional courtesy to respond. Inept and insensitive behavior by the management team. They don't care. Find another store.