AT&T Store San Jose Hidden Glen North

Extremely long and frustrating wait time. We checked in and started waiting outside due to the Covid restrictions on capacity and we have no problem with that. After waiting about 25-30 minutes an associate finally came out and said “oh I didn’t know it would take this long, do you mind if i help you outside?” Why don’t you offer to help us outside sooner!?! Are you ok with us waiting so long without a clue of when we will be served? Our transaction took about 5-10 minutes but we had to wait so long when it appears that we obviously could have been helped much faster. And it’s really frustrating to watch a customer constantly go to the door to relay information to someone outside. As we stood in line outside , some customer inside kept coming to the door to relay information to someone outside. Seems to me like maybe the other person should have been the one doing the transaction, and I’m sure this is a big part of why it took so long for us to be helped . The employee that helped us was nice enough. But overall it would be better if this place was more cognizant of how long people have been waiting and try to help them faster.

They usually have excellent customer care and timing so that, if you do have to wait, it's not long. However, when I decided to get new phone accessories because my screen protector had cracks and the like, I can only say the initial meeting went well. I was promised the missing product that I already paid for, I would just have to swing by and pick it up. After four attempts (over the course of two weeks) and a two hour wait (where they only helped two new groups throughout that entire wait time and I thought some very uncharitable thoughts) I was told that the product was out of stock. My final verdict? If you know what you want, you'll probably get what you want because it's a big store, which I would have them four to three stars for. However, woe to you if you think you'll get it fast though and why I'm only giving two.

Uneducated Customer Service. I went to exchange my phone but instead customer service rep tried to sell me a promotion, tell me I had to pay a $55 restocking fee on an unopened box, and after 20mins of reviewing my account on his iPad he said I had to call Customer Care to have my phone exchange. In short, I called Customer Care and he suggested I go back to the Store and ask for the manager. After 3 hours of going back and forth, the manager took care of my exchange. Seriously, in store Customer Service Representative should be knowledgeable and honest. Why is it so difficult to exchange a new Phone that is unopened. It baffles me.