AT&T Store San Leandro Village Marketplace

Worst customer service
My previous experience with AT&T retailers has been perfect, but I was told that I had to go through a corporate store in order to get help trading in my iPhone. Going into it, I was under the impression that this would be able to get some great service but I was sorely mistaken. I was told to wait outside because of the limited amount of limit of people in the store and I understood so I waited outside for about an hour. When the person taking names for the waitlist went on their lunch my name was erased off of the waitlist. Seeing this, I promptly went inside the store and was told this would not be an issue. I waited for about 30 minutes and saw other people who had entered the store after me getting attended which was extremely discouraging. Finally, an At&t associate approached me and I explained to them the situation and was told that they would take care of it. An associate which seemed to be the manager or some type of supervisor was going around and helping people how the list was shown, though the waitlist was not accurate because my name was removed and then re-added in a lower spot. At this point it had been over 2 hours of not being helped and sitting in a cramped building with over 15 people in the same small room. I got tired of waiting with no response from any associates as to what would happen with my spot in the waitlist and left after 3 hours. This has been the worst service I have dealt with in a very long time. Please fix this

I want to Thank "Alexandra" for resolving a problem I had with EMail on my phone.
On 9/3/2020. Thank you very much Alexandra.

I had the most humiliating experience when I went to the AT&T Store in San Leandro.
I had read somewhere that the customer service at that store was awful but decided to give it a try anyway.

I arrived at the store at 10:15 and there were only a few people waiting to be helped. The Manager,(that was on her name plate), Alicia, told me to just sit down at a desk and wait so someone could help me.
I explained to her that I only needed the information from my old phone transferred to my new phone. She said it was easy, I could do it myself.
I'm a senior (73) and I didn't understand the instructions. First she told me that because of Covid they couldn't help me because of their new policy.
When I asked Alicia couldn't they make a exception she said no.
She told me to wait and she would try to help.
Then she walked away.
5 minutes later she came back and asked what type of phone was it. I told her it was a Blackberry, She walked away again leaving me just sitting there.
After a while she stopped by and did something with the phone, and then told me that they no longer had a computer available to make the transfers.
She walked away again saying that she would be right back.
I sat there for about 10 minutes just being ignored. When she came back again I mentioned that I had been a good customer for over 23 years and couldn't she help me. She walked away again.
Finally after sitting there for about 15 minutes I got up and left.
What horrible customer service. I guess AT&T is so big now that they don't care at all how they treat their customers.

I had asked her if I bought a phone from them would they then be able to transfer the information. I got no answer except being completely ignored.
I am going to Verizon this weekend to see about getting service with them. I'm cancelling my AT&T account after 23 years all due to her attitude toward me.

I guess customer service is just not important these days. They are a huge company and can really do whatever they want.
I was ignored, made to feel stupid, and disappointed with AT&T.

Alicia and Deshun were so incredibly helpful. I’ve always gotten top notch service here.

I had an incredibly wonderful experience today with Alejandra, that made me glad to be an AT&T customer. She was through, efficient and patient.