AT&T Store

Took my 89 year old dad in to AT&T store on Tustin and Katella in Orange to fix his phone and the rep (male, black hair) tells us we would have to wait an hour and a half. We explained that my dad is 89 years old and his phone is the way he has to communicate with us and probably just needs a new SIM card. The rep could not be any less sympathetic for our predicament and said we have to wait our turn. We were going to go someplace else but my dad refused to leave because his phone wasn’t fixed, he has dementia, so didn’t understand the situation. So while we tried to balance my dad on the bar stool type seat (only place to sit) and tried to wait it out. We asked if we could leave and come back but the rep said if our turn comes up while we are gone we would lose our place in line (really???) Another customer saw our predicament and also talked to the rep but the rep said nothing he could do. That customer, thankfully ended up giving us his spot in line even though he had waited awhile and had come back to the store. It took all of about 10-15 mins to get the new SIM card. I can’t believe that rep was so unaccommodating to a 89 year old. To hey dad, his phone is his lifeline. Thank goodness for the kind gentleman that helped us!

I came in to purchase a phone for a family member and they gave me an awesome deal. They weren’t pushy at all and even helped me qualify for new discounts. This will be my new regular store moving forward.

Great customer service! The only thing that I did not like was the fact that you can't even hold or look at the phones more carefully because they are locked down tight. If this store feels threatened in any way, hire a security guard to stand/sit out front or sit/stand inside of the door.

I was really disappointed by AT&T’s customer service. If you’re from the company and reading this, please have someone call me at your earliest convenience. I was initially told that insurance was automatically shared by all devices on the account (with 1 device replacement per line per year) but when both iphone and android (each on a different line) broke within a week of each other, the policy was suddenly changed to "oh there is no insurance on that line you only paid for one line's insurance" So there I was trying to insure the second phone on the account, and the rep stopped me by telling me that “no, both devices are automatically covered under your original insurance policy. The only thibgs NOT covered for Android devices are screen/hardware repair or same-day device replacement. He will need to mail in his device to receive the replacement phone.” I guess I should have recorded our conversation when she came over to my apartment to set up wireless and home internet service. But what about what i was told in the beginning?? I would definitely have purchased insurance for the Galaxy S23plus if they had not told me it was automatically covered! Who would leave a $1200 phone without insurance coverage...?! Please contact me asap or i will definitely cancel my service with At&T. Thank you!

This is my favorite AT&T store. They always go out of their way to help and are always so fast and friendly. I have been doing business here for years and they never disappoint!