AT&T Store Oakland Lake Merritt

If I could give this store zero stars I would. HORRIBLE service. I came into the store after losing my wallet and cellphone. The company sent me a new phone with a bad SIM card. Because they couldn’t verify my identity they said they couldn’t assist me with getting a new SIM card. I then had to ask my neighbor to use her phone to get in contact with my sister so she could meet me at the AT&T store. In the end, we figured it out but the woman helping me was so rude and insensitive to my situation. There might’ve been nothing that she could’ve done but she had no empathy and no customer service at all. In customer service, you want to make sure that the customer walks away feeling like they’ve been heard and that everything‘s gonna be OK. She made me feel like I was trying to steal or that there was some sort of fraudulent activity going on. She also kept her AirPods in the entire time during my transaction. No wonder the store barely has 3 1/2 stars. Pretty much every single employee was standing in a circle laughing with each other instead of helping customers. Throw the entire store and employees away and start over. I also talked to the manager and he was useless and again tried to make me feel bad for losing my wallet. Sir, yes I know that! It’s your fault letting someone walkout of your store feeling lost and confused.

Today, January 08 2021 at 5:30pm, I went to buy the new iPad Air, and Daniel was helping us with a good and a positive attitude. Daniel is the best on how treat the clients. While his coworker, Gaby treated us badly because I was seating on the table and my daughter on the couch, my daughter was translating to me, but Gaby told my daughter to be 6 feet away, but she didn’t have her face mask on. And before that, Gaby and her coworkers were all together talking and laughing with no distancing. I think Gaby was so rude with us because she wanted me to have distancing with my daughter, while she was chilling out with her coworkers with no distance.

Many stars for rep Diamond for his patient kindness and understanding for my needs. Multitasked for requested changes/transitions on my accounts. Really stayed on target! Thank you, Diamond, you are a real gem. But I’m sure you have heard it before. Great job!!!

Lee was FANTASTIC. Professional and very caring. He deserves a raise! ATT is lucky to have him.

Great service from Diamond