Horrendous customer service. We have been trying to cancel a 3rd line that we never authorized to be placed and AT&T has refused to do so. We have ended up terminating our service with them and moved our business to T-Mobile. Went in today and the gentleman working there refused to assist us, saying we had to call "611" to cancel. "611" directed us to terminate our service by going in directly. We explained this to him and when we asked for his managers info he responded saying that he did not feel comfortable giving that information to us. We asked for a card and he just gave us the store card with no manager information. Beyond frustrating! read more

Went in to upgrade my wife's phone a few days ago. Aidan was nice, and made the upgrade quickly enough, but unfortunately he also straight up lied to me. During the upgrade he told me that AT&T required that we be signed up for both the Next plan and Protection plans, and we could only opt out after completing the phone trade in. Fast forward a couple days and I went in to another AT&T location to do the trade in only to find out that this is absolutely not true. While they could immediately remove the protection plan, now that I was signed up for the Next plan, I would have to wait several weeks before having to jump through a bunch of hoops to remove it. I do not appreciate lies and the extra work and frustration this will cause. I will definitely not be back to this location again, and I would strongly urge anyone reading this to go to another location as well. Also as a note, this is apparently a third party AT&T store. The locations at Washington Square, Bridgeport, and Tanasbourne Village are official locations that should not pull any of the tricks I experienced. read more

Aidan was awesome and helped me on two different days. Thanks so much! Grateful for his helpful attitude and quiet demeanor.

I've been to this location twice to get an issue sorted out and during open business hours the doors are locked and no one is there. When I tried to call, I got transferred or disconnected. Horrible customer service and I'm regretting being an AT&T customer now. read more

Despite some of the older reviews here, my experience was very different. Perhaps there have been management changes along the way, but I was very pleased with the service I received this past week. So I got a message on my phone recently from AT&T that I was eligible for an upgrade. I hop into this neighborhood store to explore my upgrade options. I really had every intention of just upgrading my phone, paying whatever fees were associated with that and being on my way. The person helping me, Brady - who based on his badge also appeared to be the manager - was super helpful! Unprompted, he looked up various options for different upgrade routes that would make the most sense for me, get me into a new iPhone, and be the most cost effective for me. That was research he just took upon himself to do. Because he could've easily just sold me the new phone and had me on my way in no time, and I would've been entirely fine with that. But instead, because of him going the extra mile, not only did I end up getting a new phone, and a new line that I could use as a spare (amazingly, it was more cost effective to do it that way - by taking advantage of current promotions at the time rather than simply upgrading my phone), I'm also saving a decent chunk of change on my monthly unlimited plan (which includes now 5 - used to be 4 - lines). Totally unexpected, but a great example of going above and beyond and exceeding expectations. I walked in expecting to spend a small amount of money and do a routine upgrade; and I walked out with more than what I came in with, no up-front charge to me, and in addition, I'll now be saving about $30-40/month going forward on my bill. I've been with AT&T for well over a decade. And it's service like this that will likely keep me around for a decade more. read more

ZERO stars would be a more accurate rating and I'll tell you why. The manager BRENDAN PORTER is bully. Let me preface this by saying I'm a pretty easy going guy. I've worked in customer service for the past 15+ years so I try to approach these situations with understanding and patience. I know dealing with upset customers can be challenging, I do it every day. I first became a patron August 2020, I was setup with a new AT&T contract at this location. The deal was to trade in my iPhone and receive a newer version and credit when signing up for an account. Fine by me, it sounds like a great deal so I go ahead with it. I send in my old phone in via prepaid label/box like Kimberly told me to (August 2020) and I wait. Bill comes, it's hugely high with no promised credit so I call. I spent every Monday on the phone with them and get nowhere so they eventually advise me to go back in. Turns out they "lost" my phone and needed the iPhone serial number provided to them when signing up. Ok so I got back in and that's where things get crazy. Not only was Kimberly not wearing a mask or full face shield in a crowded store but she clearly could not give me the time of day. No worries, I'm happy to wait, I'm in no rush. When it's finally my turn she can't answer my questions and ends up calling her manager, Brendon Porter, from her personal phone. He says he can't help me and will get back to me. I got no follow up so I go back in the next week and do the same thing. This happened so many times that it got to the point where she'd see me coming and just get him on her phone and just hand it to me as I'd walk in. Brendon and I talked several times on Kimberly's phone. The first time it was pretty clear he was just giving me the run around, saying customer service is his realm but that there was nothing he could do for me. He promised to follow up with AT&T but would not give any word of making it right with me as he had no ability to do so? He would never give me any time frame of how long to wait for some kind of response, leaving it on me to follow up every couple weeks. Keep in mind that this went on for a matter of months. Finally he told me that I would have to come in on a Saturday mid day to deal with him in person. Sure, that's fine with me except that I work Saturdays but would he be willing to do another day. No go, he claimed Saturday was his only day in the store. After a bit of a phone dance he told me I was no longer welcome in his store. He claimed it was because Kimberly was getting uncomfortable around me, which seemed odd because I barely talked with her short of having her dial the phone for me and I think of myself as an easy to be around person. He then threatened to call the cops and have me escorted from the property if I kept following up. I of course left after this threat and have not been back since. Needless to say I didn't have a great experience and I still have questions about my bill that AT&T said I need to speak to someone in person about. read more

Hit or miss with the customer service. Go in one day to upgrade my phone. Worked with Andy and it is great--everything went smoothly and he was very patient helping us getting everything in order. Go in a second day and get Neil who doesn't help at all. If you have to go, perhaps call ahead and see who is working before wasting time if you know who will actually help you. read more

If there was a negative star, this location has earned it. The girl working the store was not helpful. Barely answered questions and wouldn't even come over to explain how individual phones worked. She didn't try to sell me a phone, she stayed at the counter tapping her nails. She was rude, unprofessional and acted as if I was an inconvenient interruption to whatever she was doing in the back room. I would avoid this location. read more

I'm sure this store probably is ok in general but I didnt have a great experience when I needed to get a new phone. I went in at 3pm on a Friday and the female employee tells me their manager or whoever is in charge and is out and they dont have access to the safe where they keep the phones. She's tells me he will be back around 4pm and they will be open until 9pm. Ok fine. I come back around 4:45pm to a male employee sitting down with a customer. I waited for 10 minutes because I didnt want to interrupt as he was the only employee in the store. Then the lady employee walks in, clearly sees me, and doesn't say anything (not mentioning to me that the manager still isn't back so I have to wait some more). After a few more minutes the male employee finally comes up and asks me what I need and he says the manager is still out and they dont have access to the safe yet. Two different employees who dont have access to the phones seems like a bizarre business move. I realize the phones aren't cheap but turning away customers every time the manager steps out is really counter-productive. Maybe its usually unlocked in the back and it just happened to be locked? I guess I am not surprised, both of the employees really didnt look thrilled to work there... read more

They screwed up my daughter's phone activation. When I went back to get it fixed, the store was closed, even though the store hours indicated it should be open (middle of the day). AT&T Twitter support was also clueless, not understanding that the store was not open. I'm telling you, I'm in front of the store and the doors are locked and the lights are out. Wish I could give zero stars. read more

If I could give this store a zero I would. I've been in several times and each time the same outcome. Customer service is terrible. Not knowledgeable. read more

What a Complete joke of a store! If I could rate this place zero I would. The one staff member who seems to be always on is completely clueless, incompetent, arrogant and really shouldn't be working in a retail environment. He is more interested in his phone than actually helping customers. Went in today to top my plan up, same guy again was on and was standing outside playing on his phone, I stood in the staff less store for several minutes and I actually had to go out and ask him to serve me, a complete joke! Sort your staff out AT&T! I have never experienced anything quite like it and will never set foot in the store again to be honest, as a loyal customer it's severely disappointing... read more