AT&T Store El Cerrito El Cerrito Plaza

Went to change my plan and get a new phone which I was able to accomplish despite the El Cerrito ATT store's best efforts. I signed up on the wait list and was told it would be no more than 30 minutes, but I ended up waiting over an hour. I saw people come in and when an ATT rep went to put them on the list they would end up helping that person with their "basic question" for over 10 minutes while I waited there patiently. It looked like they had three (3) supervisor-type people just wandering around and talking to each other (one would occasionally observe a new employee). One employee was having a personal conversation with a customer for about 10 minutes. Obviously representatives have to be polite and make conversation but the representative launched into her life story. I would have walked out but I had no choice to change my plan/phone that day. Finally a representative assisted me (Mia Williams) she was polite initially but appeared constantly distracted and added $20 in extra features to my plan that I she never asked me about. When I asked for the itemized costs she seemed annoyed and only emailed it to me, but didn't show me. I asked about the extra costs and she made it sound like it was a requirement. I asked her to remove it and she did, but she was not helpful with the data transfer and became rude to me until I left. ATT does not give you many options but if you are able to order stuff online and get the phone shipped to you, that would be the preferable option. If you have to go into the store, avoid Mia Williams if you can.

Worst Service, Unknowledgable Staff, Spent 8 Hours to Cancel an Order

Lousy and rude service.

We waited half an hour to see about getting an e-SIM - understandable with social distance rules.

We kept telling the staff member that it was an Android phone. Only after the existing SIM was wiped out did she tell us that Android phones can't accept e-SIM. Then she tried to charge us money for the replacement SIM. When I protested on principle, she waived it but then gave us the wrong number on the new SIM. Thankfully I checked. All throughout no apologies and a sulky attitude.

Excellent Customer Service provided by Sylvia A. She was patient and never made me feel rushed through a very complicated process. I will recommend this location and specifically Sylvia to all of my friends. She is the reason I am staying with ATT

I came in with a friend who has beginning dementia to help him replace his iPhone. We were served by Gina, who was endlessly patient and helpful. She cheerfully answered the same questions over and over, didn't try to upsell, just gave us what we needed, did all the backup, switching sim card, stuff that I would not have had a clue about.