AT&T Store

The worst experience I’ve ever had with any sales staff or manager. I would recommend every person that is already an ATT member to not visit this store. I would call the loyalty program at ATT. They can do things the store can not and will not tell you about. I will not go into detail but I will not step back into this store. The sales rep changed her story and marked out what she marked on her notes at least three times. Also allowed people she knew to come up while we were trying to ask questions and interrupt. We went from supposedly leaving with a phone to getting a phone next day to waiting a week or two for a phone. The manager also was totally incompetent to handle the situation.

Less than 1 star is not possible. Unfortunately, the staff at this location provided me with the worst customer service story of my entire life. If the events would have happened to someone else it would be ridiculously funny, however, the reality has turned into a complete mess. I worked for 2 hours with one of the CSRs to come to an agreement to switch carriers to AT&T and buy two new phones. The terms were discussed and my wife’s number was transferred to a new phone. Three charges were made to a debit card of mine with no signature or paperwork. Then after 2+ more hours of “setup” the CSR came and said that the numbers had changed and that they needed another $500 more than what was agreed upon. I let them know that that was not what was discussed, and that I was not agreeing to that. The CSR with the “manager” over his shoulder said that it was contingent on credit. I showed them both that my credit was 775 and my wife’s was 802 with the credit bureaus and I had not consented to any credit checks hard or soft. They then said they would refund the purchases AFTER changing my wife’s number to AT&T. I told them that they would need to return service to my wife’s Verizon phone. The “manager” said that we would have to go to Verizon for that. After going to Verizon they informed us that service couldn’t be restored until AT&T released the number. AT&T manager told us to call their customer service line. The AT&T customer service said there was no line or account to release. Went back to the AT&T store. The manager would not help to resolve the issue. After 2.25hrs on the phone with AT&T escalation, the account WAS created and dispositioned as a Business account wrongfully. Turns out that business lines cannot be transferred for 3 business days. The Escalation Team there communicated that if it was a personal line, it could be transferred. After admitting that there was no paper work, no business number, no business name (other than my wife’s name), and there had never been any calls made or received in the 2 hours lifespan of the number. The AT&T call center apologized for the nightmare experience and gave up. Seven hours, a dozen phone calls and $200+ in fees and a promise from the completely unhelpful “manager” to charge a $50 restocking fee, and the only thing that was accomplished was killing service to my wife’s phone and losing her number. When I asked to make a complaint, the “manager” told us to call the same customer service line. When I clarified that I wanted to speak to the General Manager of the store, the “manager” stated, “we don’t do that.” I requested a card for the GM and her name and she just stared at the floor and said, “no.” You really cant make this stuff up. At no time was there ever an apology. No “Sorry, but we messed up the terms.” No “Sorry we messed up your phone and service.” Wow. I can’t say one way or another about AT&T as a carrier, but I would wouldn’t go in this store until well after significant changes are made.

Holy cow, I have never met a ruder sales associate than the big white dude that tried to ‘help’ me and my father at this store. So basically we come in cause we got an email from ATT saying the prices of upgrading to iphone 15 and we both want to do it. We come in and the big white dude ‘helps’ me for like 2 mins before he immediately claims the email is expired even though its 6 days old and I keep asking for where expiration date is. Eventually after he is adamant in his position we call over manager and guess what the deal existed. Dude lied to our faces and then tried to be indignant and say ‘thanks for coming’ and walk away when we still hadn’t been helped. The manager, I think they lied to me who the manager is after reading the reviews it seems the real manager is a women and the person I spoke to was not. But anyways he was ok and covered for that moron but yeah horrible experience tldr: manager is ok, but if your associate is the big white dude with crooked teeth then just walk out.

The associates and the managers here are all welcoming and knowleageable with the accessories and the phone features. I have Alex, Sandra and Karam assisted me from my trade-in down to the latest accessories of the Iphone15 and gave me a good deal on it. I also bought the AT&T screen protector where I have it lifetime warranty. :) I also decided to upgrade my Airpods Pro in this store. All in all my experience was superb. I recommend this store since its also adjacent to a coffee shop.

Strange experience. Came twice to pick up online order, but wasn't able to make it during lunch hour even though I was first in line. Had to wait for someone to attend, however no one showed up. All while only one sales person seemed busy. Either hire more employees or ... don't offer pick up. 30-40 minutes should be plenty of time to pick up online merchandise.