AT&T Store Lakewood Lakewood Center Mall

Great customer service and very professional(Michelle Mancilla)

I am very grateful that my dad and I were helped by Alma! She was very patient, knowledgeable and direct. We used curbside pick up at a time when the store was backed up and crowded out front. Hope she gets recognized for her hard work.

-NEGATIVE
I went in last night to upgrade my 4 phones to 4 iPhone pros. Before agreeing to the contract and terms, the sales rep, told me the inventory, 4 iPhones of the color we wanted were available. As soon as we closed the transaction, all of a sudden 2 iPhones weren't available to upgrade. The sales rep told me to call back at 10am tomorrow morning and check if the shipment came. First of all, why should I (the customer) keep calling and to check inventory???? Shouldn't that be the sales rep responsibility to check and to pull stock as soon as the shipment arrives to hold for a previous customer to finish a business transaction that wasn't fulfilled???? I called the next morning at 10am. A sales rep told me the shipment hasn't arrived yet, will arrive at 2pm. I called at 2pm. No one answers. I called again at 2:10. No one answers. I called again at 2:30. No one answers. I called again and again, about 5 more times and no one answers. I called back around 3:15 and finally someone answers and this rep told me, just sold their last iPhone 11 Pro. I started to get frustrated over the phone. Then the rep puts me on hold and comes back saying, " oh we have 1 iPhone" . How did this magically appear??? Just to upgrade, I have to put my life and my health at risk going to AT&T not for just 1 visit but 3????!!!! Now I'm returning for 3 more visits just to upgrade. What does that say about AT&T and all the COVID safety measures. As a customer, I hoped the sales rep took care of me and my needs were met before I left so i wouldn't have to keep returning to the store. I'm not sure if this is how AT&T trains their sales associates, but this is very bad customer service, especially during these times and for customer safety. It's really honestly true what reviews say about Lakewood, Ca AT&T location. Very bad customer service and the associates should be trained better. You should train your employees how to fully finish a transaction before helping new customers or the reps should know their obligations that weren’t fulfilled and teach their employees to answer the store phone! I saw all this coming... you got me to agree to something then say oh, yeah no, it's not available anymore, sorry. Nothing was resolved. I still need to upgrade 2 more iPhones and I'm not sure if I ever go back to this location.

Unable to get my tablet working. Called att 611 waited 45 min spoke to a person who was looking up my account said she would call me back but never did. Facebook pics other sites dont open up can't get it to work can't go to store because of covid19.

Alma gave great customer service. We went in just to get our daughter a new phone because her old one broke, and she helped us all leave with upgraded phones at the best rate. Thank you Alma!