A great store great employees very knowledgeable They always…read moregreet their customers when they walk

I need to warn people about how an 80+ year old friend of mine was treated at the AT&T Store -…read moreAlabaster Promenade. She received one of those bogus pop-up messages claiming her phone had a virus -- the kind every scammer uses. Unsure what to do, she did the reasonable thing and took her phone to the store for help. She was told: * the "virus" could not be removed * she had to buy a new phone * moving her to the same (less expensive) model "didn't work" * instead, she needed a more expensive phone on a "no-cost" payment plan * and she was charged $60 on the spot She was also sent home with: * a new phone number * an additional line charge * and her supposedly "infected" old phone That night? Neither phone worked. Both showed "No Network." When she returned to the store the next day, she was told she could return the phone -- for a $55 restocking fee. Only after calling 611 and spending over an hour on hold, corporate immediately: * reversed the $60 charge * waived the restocking fee * arranged a free UPS return So let's be clear: AT&T corporate fixed this instantly. The problem was the store. To the manager of the Alabaster Promenade AT&T store: If your staff is trained to scare elderly customers into unnecessary upgrades, extra lines, and fees just to hit a quota, that's not sales -- it's exploitation. People deserve to know. Especially seniors and their families. Check on your parents. Check their bills. And think twice before trusting this location.

My experience started on March 11th when I came to this store to add my spouse to my phone plan…read more The reason for choosing this store (we live about 1.5hrs away) was because of a specific phone they had in stock. Over the 2.5hrs we were there Sheikaina happened to ask if I owned a business, and that they offered a business plan and it came with incentives/credits that would actually save me some money per month, so of course we set it up. We went through all the steps to transfer it and got the email it was completed so we were done, no complaints about her what so ever she was very polite and helpful. Over a month later on April 27th is when everything escalated, I had to make an insurance claim on my spouses phone and to my surprise it didnt show up on my ATT mobile app, trying to log in with her phone number it was asking for a pin that i didnt have so I went to the local store here to figure out what was going on. Apparently when my phone was supposed to be transferred to the new business plan it was setup to assume the billing responsibility for my consumer account (with my number on it) versus the business account (that was created with my spouses number on it), so on March 11th I left with "2" phone plans. The local store transferred my phone number to the "new" account and after leaving and returning to verify it had actually transferred began the process of trying to get credited back what i had paid for both plans. The totals of what ive paid so far is: Consumer plan, March 16th $131.48, Consumer plan, April 16th $131.48 and Business plan, April 17th $151.95. My quote for both phones, plan and insurance is a total of $163.74. Hoping that calling the store where this all began would help after being bounced back and forth between CSR's, i called and spoke with an ASM named Kevin, who was very polite and recommend calling the customer service loyalty department. I did, and after 1.5hrs of being on the phone with a very helpful man, and we spoke to another woman on conference call. The man informed me he could get me a $40.39 credit (which did not seem like enough) and the woman was finishing things on my plan when they both informed me that i had lost my trade in credit for my phone because it had been transferred to a different plan. After that phone call I called Kevin back because in store on March 11th i was informed that I would not lose my trade in credit. Unable to do anything over the phone he made an appointment for me the next day. I made the drive back to the store and spoke with Josh, another ASM, about calculating totals for what my credit back should actually be as well as him verifying that my trade in credit will either transfer, be input manually, or be a lump sum credit paid out. We also spoke about the possibility of compensation for the time that I spent between stores, driving back and forth and talking to customer service. He mentioned it would be the next week before anything comes of it because they have to sit down and figure it out. I received a voicemail from Josh on May 3rd, stating that they had come up with an additional $25.63 credit, with no mention of the other things we had talked about. I called back and left a voicemail but never heard anything back. On May 5th l received a customer service summary with $108.63 worth of partial month charges from my consumer plan. These charges are for the month of May apparently (for a closed account), because it was "transferred" the day the billing cycle ended (April 27th), and they are paid in advance. Spoke to Kevin again on May 5th and received a phone call from Josh on May 6th, who said from what he was told the trade in credits "should" transfer, the store doesnt have the resources to offer any compensation, and that the partial month charges just have to be paid and if i ever canceled my account then they will be credited back. Cancelling my service very well may come sooner than later, with that charge ill have paid a total of $131.65 more than i should have, and that is after the credits have been applied.

As an organization I think they need to truly work on customer service. They do not get it at any…read morelevel. The store is trying to operate with only one person coming in at a time, but as a college student trying to buy a phone and the parent trying to pay for it, they may be adult sit in the car and God knows what my kid got. I think they do a much better job of trying to work with families. If they're very concerned with coronavirus, they should all get the vaccine.

The sales representative who initially helped me was courteous and made multiple attempts to find…read morean answer, which I appreciated. Unfortunately, my experience changed when I asked to speak directly with the store manager, with whom the sales associate had to speak with multiple times. Rather than taking time to understand my situation, the manager approached the conversation in what I felt was an aggressive and confrontational manner. I was made to feel like an inconvenience rather than a customer seeking assistance. This store manager lacked professionalism, patience, and respect for her customers.

kept us there for an hour just to turn in the phone I was trading in. kept trying to upsell us! We…read moreliterally just bought a phone and watch from you and you want to hold us hostage. Go to a different store. Unless you have a couple of hours to spare.

The folks at this ATT store were the best! Associate John Holmes worked with me on purchasing a new…read morephone and had to unexpectedly resolve an issue with the app for my insulin pump not being compatible with my new phone. He took the time necessary to help me with patience, kindness, and humor. An "irate" customer came in while I was there also and the staff and managers handled the situation with professionalism and class.

AS BAD AS IT GETS ... Was in this store today being helped by a bilingual rep. I was having…read moredifficulty unlocking an account they wanted to access so the rep stepped away to assist a non-English speaking customer saying it was a 'simple upgrade and she'd be quick'. At which point my account unlocked, I waited 20 minutes to give her time to finish up but told her my account had been accessible for the past 20 minutes. With no followup, 10 minutes later I started gathering my things to leave. The rep walked over to the manager and said something who shouted across the room at me that my account was inaccessible, I told her it had been accessible for the last 30 minutes. She got ugly, sneered at me and shouted 'I don't think we'll help you today'. I walked over to her and said how about an apology for letting me sit there without checking on me or sending someone else over to assist me. She got nasty and repeated 'I don't think we'll help you today.' AVOID THIS STORE LIKE THE PLAGUE. It may be a corporate store, but corporate has more problems with the management and employees at this store than they can even begin to contemplate.

My husband went here last Sunday to seek help in being added to my cell phone plan. Cindi, the…read moreManager, assisted in getting his info copied from his old phone. She was very helpful also putting the clear cover and case on his new phone, However, my husband stated she was texting on her phone numerous times while assisting him. Plus, she signed my husband up for a $90 plan even after I spoke with her informing her I had already gotten a quote of $60 for the additional line. It took an hour-and-a-half. Then, she signed him up for a protection plan on the phone we purchased outright from Amazon without even telling him. I had no idea this was done until I got an email from AT&T asking for information to set up my protection plan. She also spent time talking to the other employees. My husband described her as extremely unprofessional.

Worst worst worst customer service ever. Got an upgrade, returned old phone and surprise! They…read morereturned it back to me. Put it in storage and 2 months later they said "return previous phone (*either to a store or online*) or get charged $300. Went to a store when they opened. "Sorry technical difficulty please come back". Came back the next day and was told "this store doesn't take returns." SAME TECH FROM THE DAY BEFORE! So drove to another store and was told- you have to return online. And the kid that "helped" me worked with another customer the entire time he was with me. Honestly, I'd rather use 2 cans and a string than deal with this corporation ever again. THE WORST.

AT&T is a monopoly it's allowed to go unchallenged, unchecked and unregulated. This data breach…read morecaused me great distress all accounts hacked access to my banking account. My bank account was drained dry yet I'm contacted by class action attorneys and told they would deem whose more deserving of their services. At&t removed funds from account with out permission yet I owe. The little man stands no chance or choice. You get wronged you are to wait for money hungry litigators to seek you out to only get you pennies while they fatten already swollen pockets. Yet me a disabled veteran with a monthly income is taken for a ride.

Severely understaffed. Has no connectivity to the other stores in the area. Told us the best thing…read morewe can do is just drive around and see if the other stores were able to take care of us. No synergy in the local community at all. They can do better

Charged me for an extra line. Did the same thing to a guy in front of me. This place is nothing but…read morea crappy scam outfit.

This is the worst place I've ever done business with, truly a joke! A staff that only cares about…read morethe upsale. If a staff member says they're "doing you a favor", get out quick! Get anything and everything in writing, they will outright lie to you.

Walk in, No greeting. No one acknowledged my presence. There is no "line" or discernible order to…read morewho goes next. There is no way to my knowledge to "sign up" to be given a place in line. At least half a dozen other customers waiting scattered around the store. All I wanted was to walk in, buy an item, and then leave. I ended up waiting 10 minutes without so much as a peep from the employees. Instead I tossed the item I had chosen on the counter and walked out. Three employees chatting nonchalantly with customers. No one bothered to say "ill be with you shortly" or anything of the sort. I will never return to this store. Situations like this are why online retail seems much more appealing to so many people. Amazon is looking better and better. If there was an option to give zero stars, I would. Suggestion: add a greeter asome sort of discernible queue. Update 7/15/19 Let it be known that contact information has been exchanged as of the day of the review. At&t has not contacted me yet. So they project the image that they are willing to be helpful, but do not back it up with actual help.

I love my cell phone, Directv and Internet bundle! 5 out of 5 stars, would definitely recommend.read more

Heather is a fantastic customer service representative. She was very knowledgeable and went above…read moreand beyond to assist me with my two issues. Caleb helped me out last week transferring my information from my iPhone 12 to my new iPhone 17. He is also top notch!

I'm sorry, but I just had to pick a random location, but my review is for AT&T as a whole. I have…read morenever had worse cell service in my life. I can talk and text just fine, but god forbid I try to watch a video on instagram that is 20 seconds long. It's absolutely ridiculous. Says I have 4 bars and 5G+ and nothing loads. I pay a SHIT ton of money for this service and I was better off with Straight Talk at $50 a month.