AT&T Store Los Gatos Los Gatos

Horrendous.

If I could give zero stars I would. I went in to get the deal for $350 towards an iPhone 11 with a 7plus trade in. I was told my new plan was supposed to be $5 more a month than my old plan for the next 30 months. 12 days later I called 611 to ask a question, and found out it was actually $90 more a month. They told me my only option was to turn the phone back in and and cancel the new plan, and go back to my original plan and just buy an iPhone 11 for the $20 per month. They said I had 2 days left to return the phone, and get my old plan back. I went back to the LG store. Explained what I needed to do. First thing they told me was I had to pay a restocking fee, then I had to call 611 to switch my plan back, the store can not do that, but they changed my plan 12 days earlier? But that's what I needed to do so I did it. So after 611 agreed to switch me back this one time, since I had been so badly misinformed about pricing from the LG ATT store. So I had to pay the restocking fees on the phone I had to return because of the wrong pricing I received from the LG store, then I paid taxes on the new phone I was getting. Even though I paid the taxes on the phone I had just returned. I had already bought screen saver package for $45, that I obviously couldn't transfer onto my new phone since it was on the phone I had to return. So hours and hours later I'm still on with 611 trying to get the 4th line the store added to my account off of my account since I only have 3 people on it! Never needed a 4th line, but was told it was cheaper. NOT cheaper. Again, if I wouldn't of called 611 to ask question. My bill would of been $90 a month more, and all I wanted to add was an iPhone 11. I am beyond frustrated. This is the worst experience I've ever had at ATT. I feel completely taken advantage of. I'm out of pocket $45 for the screensaver, and $54.75, that I paid 2 times.

No respect for Covid risks. The store is small and the one worker in the store does not wear a mask when on the phone. Covid is now considered an Airborne virus, as someone talks on the phone in a small place particles can linger in the air for hours.

From the moment we walked in to the time we exited the experience was very good. We got our new phones up and we were out the door in 30-40 mins.

The Staff is awesome here!! Very knowledgeable.!!!