AT&T Store

About 2-3 weeks ago I upgraded to the iPhone 14 pro max. The lady that helped me her name was Erica. As I got the help I needed I need with getting a new phone she had upgraded my account to a completely different plan that I didn’t ask for and on top of that she had added insurance to my plan and I didn’t ask her to do that either. Then during this process she had to take a break during the process and she didn’t even show back up by the time I was done. They had the a new guy take over and also the STORE MANAGER was helping. You’d think that they would have gone over everything before but they didn’t. I was very disappointed in this. But today I had gone to a different location because they were closed. But going in to this different location. They had told me that they have heard of what Erica has done to other people. I’ll also be calling home office about this problem. She is taking advantage of people.

1. Didn’t have the phone I wanted which I understand 2. My sales rep couldn’t have been more oblivious on my needs and wants. 3. My sales reps product knowledge was subpar. 4. I waited over an hour for the rep to transfer my backup to the new phone in which he kept saying “just go and head in the direction you came and it should be done soon” I get you got your sale and want me gone but I needed the maps to world before I left. I had no idea where I was and I was no from the area. I waited outside after leaving with it still not completed and thankful I didn’t leave the parking lot because another 30 mins went by and I went back inside were the rep told he was going to lunch and Erika was going to be helping me now and thank goodness he was leaving, she fixed my issue in minutes… wish I got her as a rep from the start and not wasted 2 hours.

ERICAAAAA!!! Absolutely amazing service. I’m a Verizon customer but she made sure I knew all the benefits of switching and the at home options for WiFi and tv packages. I’m under serious consideration after dealing with this incredibly convincing human being. Absolutely 5 stars!

We went in to get set up with DirecTV and our cell service. The representative setups up with the wrong DirecTV plan and never asked us whether we want it streaming or satellite he set us up for streaming and it was not available in our area. And when it came to setting up our cell phones were given misinformation on the plans and the pricing, I called and talked to the manager about the issues and when it came to the DirecTV he stated to me that he was not familiar with that service.

While everyone was extremely friendly and quick, I found the entire process of setting up our phone plan to be questionable. We were never asked what tier of phone plan we wanted, our budget, etc. Our representative simply took my drivers license and signed us up for the highest tier plan. We never signed off on anything either which was a red flag to me. We were forced into a $17/month phone insurance policy or else we couldn’t proceed “per company policy”. I cannot imagine this is actually true. Our rep. could not give us a concrete number of what our bill would be each month, but estimated around $160. No one was able to tell us when our bill would be due either. This morning we finally received the sales summary - our plan was going to cost us $250/month and $310 on our first bill including fees! We called the 1-800 customer service number today and they were able to confirm that we actually owe HALF of that. I felt extremely uninformed and taken advantage of during the process. It felt like our rep was just trying to get us taken care of as quickly as possible so that he could move on to the next guest and add to his sales for their VERY public sales competition. Our rep was extremely kind and personable, however he failed to connect with us as the customer and did not provide a great customer service experience.