I want to lead off by saying that I was helped by Victor M. today. If the interaction that I had with Victor today was recorded it could be used as training for perfect customer service for every retail employee in all spaces. I was 90% sure of what I wanted going into the store Victor helped me figure out that last 10% with ease and comfort. I haven't upgraded my phone in 6 years, so things have changed since the last time. There was no attempt at unnecessary up-selling for the sake of a few extra dollars, he just helped me pick out the best phone and price for me. He immediately gained a great rapport with me and understood who I was as a customer. What I mean by that is I hate being "sold" on things. Victor, of course asked me about adding accessories to my phone upgrade, I would not expect anything less, but the store doesn't carry the brands that I like for a new case and new charger so he did not try and push anything additional on me. Because of the location of this store, it doesn't get a lot of traffic. If you need someone to take some time to help you out with a new phone or an upgrade this is the place to do it. The bigger stores that handle more traffic are going to be more inclined to turn over customers rather than spend time on customer service. read more

Such terrible customer service from BOBBY!!! I have been a long time customer, 18 years to be exact. I was sick of paying all this money for upgrades on phones 3-5 years after I had paid off a phone. I walked into this store on my lunch break to be told by an outside security company that I couldn't go in too many people were inside (10 people) I went back almost 2 hours later where there wasn't a single soul in the store. When I walked in Bobby was balls deep into his personal phone and don't you dare disrupt him. I explained to him I was a long standing customer and wouldn't like to upgrade my phone wihtout having to pay and arm and leg and was considering going to a new comapny. he laughed in my face and told me a new company would screw me over, little did he know i did m research and went ot multip,e providers before going to the one i've been at so long. He told me they were lying to me adn that there was nothing they would do for me. He didn't ask me my name, my account number just told me there was nothing he could do. He must have really had an important message to attend to not care that his company was losing a company. Last I thought someone who was with a company for 18 years would be treated like they would do anything not to lose them. But this was proof big companies DO NOT CARE. Thanks to Bobby I got a new phone and a new plan with Verizon! read more

Thinking of AT&T? I'll save you the headache!!! Look elsewhere. Not only are they expensive and have really spotty service, and customer services that rivals a dive bar in a really rough area! Do yourself a favor and look at other phone companies!!!! read more

Went in today to upgrade to the iPhone 17 and my mother got talked out of just paying the fee and trading it in. The guy was trying to convince us to go to some third party repair place before and it really just seemed like he didn't want to have to do a trade in. The staff here are lazy and not helpful. Thanks, AT&T, for making sure I didn't get the one thing I wanted for my birthday. read more

Most racist experience. Unless you are white, they don't want to help anything. Cancel line, return your device, switch number between different lines.The only answer you get is go talk with online agent. I told the store assistant that online agent asked me to visit a store and I need a name as reference to prove I visited. Then he refused to give me his name because he knew he was rude and racist. read more

We came in to purchase a battery block and since they ran out they let us use there USB outlet which was very kind of the staff. I've always been a loyal customer with AT& T and their phone service and never had any issues. Highly recommend this store and phone carrier. read more

I visited this store on March 22nd 2025 to ask a question about a phone number switching to a new phone. The male employee was so rude I could barely wrap my head around what was being said. Ive been a customer of ATT for almost 20 years and am now leaving due to horrible customer service the past weekand. This employee even yelled at me to "have fun with Verizon" as I walked out. Just gross and rude. not to mention when I walked in both employees were sitting at a table with take out eating and took a second to get up and help me. read more

Incredibly rude and unhelpful staff. " you don't need to come here. Just open your app and find the answer" that's what he told me

Incredibly rude (borderline combative) and unhelpful staff! Went in to ask a question and was yelled at for no reason and told "we're not here to help anyone." Called about it later and got 0 help from the same location. Go to a different AT&T store if you want to be treated kindly. read more

I called in with a question and was helped by Victor. He was extremely courteous, helpful, and quick. He gave me helpful advice and worked hard to make sure I got the answer I called in about. It's rare to get good customer service at these types of locations. Victor was seriously great. read more

T and george and nate they were very kind and welcome they had great customer service they should get a raise

You start with a VERY long wait and then end up with bad advice, a horrible attitude, no knowledge and an over priced product. The downstairs lobby is filled with vagrants and homeless. Can't believe AT&T lets this place operate. read more

Simply, the least professional and rude "manager" I've ever met. I use to work in this location a few years back, just came in cause I need a charger and see if any friendly faces. All I got was this individual who didn't understand they are in customer service. I went in on April 8th, around 3:30pm. Just please avoid this place at all costs. This is a place that will lie to you to open more lines that you don't need, and this individual is at the front. John, the security guard was great though. read more

Last week I went to the AT&T store and the wait was super ridiculous. It was not convenient at all for me. I asked for Jonathan the manager several times and they continued to brush me off. I ended up leaving and did not even get the help I needed. No one offered me an apology or even simply acknowledge me. I am a customer you should treat me like one. I didn't appreciate the terrible service. I am truly considering changing company's. Makes me sad because I have no problem with my service. You should train your managers better on customer service, at the end of the day they are the ones educating their colleagues. I won't make that mistake again to walk into the downtown Boston store again. read more

At&T customer service suck. I spent 2 hours on the phone speaking to a lady to get my line transferred after long time still i had to go to the closest store, okay, i did walked and there was the agent he made it even more complicated and i just at the moment wished i cancel my service with At&t As they are not Good AT ALL I left coz the guy didnot help me then after an hour i came back there was another agent Talen. For real he doesnot belong to this company, he is the best agent i have dealt with. Very nice, patient and 100 helpful. I would never give 5 stars to At&t NEVER EVER they are still the worst. But this review is for Talen, he is really the best. God bless you Talen you made everything easy. I wouldnot advise anyone to use At&t because of their customer service, but if you have to, then find Talen. He is the best to help u. read more

I got some suntan lotion in my stocking this year. From my mom... and I'm probably not going to use it... That being said... if you are going to fake tan... spray tan... powder tan... however the eff you want to do it... DON'T TURN ORANGE! This girl at the AT&T store was effin orange and it was RIDONK! So my friend wanted some plastic screen protecters... and he asked, specifically, if they were the same size as the old IPHONE protecters. She said, "yes." He puts it on... and it's the WRONG SIZE. So, orange girl, get your facts right... because anyone would rather pay the extra $2 to get the right size at the apple store than be misled by your fake tanned ass. read more

Be careful at this spot, Salesperson talked me out of the plan i was choosing for a much more expensive plan that he insisted was actually cheaper. He lied to me about the monthly cost; I was upset and shocked when the bill came, billing me for $25/ month more than promised. Corporate wasn't very helpful and refused to honor the promised price. I was very skeptical of the sales person and pushed him on different aspects of the bill to make sure his offer was true, he insisted and i finally agreed to his proposal. Place is sketchy and the sales people will not be held accountable by corporate. Pretty frustrating experience read more

My iPhone has been acting up, so I thought I would bite the bullet and go in to upgrade before the holiday. I checked the website, and it says this location is open at 8 AM. I walked over there around 8:40 (it's a short distance from my work) to find the doors locked and no one inside. Again, the hours on the door state it should have opened at 8 AM. I was disappointed, but I realize I probably should have called first, since it is Christmas Eve. So, I went back to my office and called. Obviously, someone updated their voicemail greeting as it says they're closed tomorrow (Christmas), but it also says they're supposed to be open at 8 AM today! OK. Maybe it's not staffed heavily today and whoever is the opener is running late. I tried calling at 9 AM -- no answer; 9:30 -- no answer; 10 AM -- no answer. Sorry, AT&T/Downtown Crossing, I would have liked to have given you my business today, but you've lost me as a customer. read more

Went here to upgrade an I-phone and went here to switch from Sprint to At&T so I could get an I-phone. THE MOST IMPORTANT THING YOU NEED TO KNOW ABOUT SWITCHING FROM ONE COMPANY TO ANOTHER IS THAT YOU NEED TO HAVE YOUR ACCOUNT NUMBER FROM THE OLD COMPANY. Get this beforehand from you online account, otherwise your current company will waste your time with yapping about why you should stay with them, when really, you have already made up your mind and just want to move on. It is sort of like a relationship that is already over, but one half is still holding on hope for a reconciliation. Dealt with a young lady named Amanda. She was very helpful and friendly. My gf's I-Phone was easily upgraded and she got us a nice family package. My phone that was switched from Sprint to At&T took a little bit longer. In fact, they would have received 4 stars, but the entire process took about 1.5 hours. That seems a bit excessive to me. It was no Apple store, but they got the job done and when we left we were sporting our I-Phone 4's. I am sure that this phone will be the newest, most popular phone for about a month. In two years, when my contract is up, there will probably be an I-Phone 20 and this phone will be like the bag phones of the 80's. Well, I off to download some app's. Where is the start button on this thing? read more

If there would have been an option of zero stars I would have given that The person had zero knowledge of plans I travelled a lot to reach here and got no help It was pathetically bad read more

This was my first time in here, everyone seemed okay, though just a bunch of people standing around and doing nothing when I walked in. Anyways, I was helped out by a guy here, he helped set me up with a temporary go phone since I already have full service, what he didn't tell me is that if I went to return this gophone there would be a $35 restocking fee on an $80 phone. That really would have been helpful to know as I would never have bought the phone. Of course a few days later, the phone, which is cheap, didn't live up to expectations, so I went to return it. I was told by a female salesperson that there is a $45 restocking fee to return the phone, didn't even knowledge any details about me, if I'm an AT&T customer, what kind of phone, etc. So of course I said that is insane since that would be a 55% cost of the device restocking fee! So I contacted AT&T online and they told me that it is actually a $35 restocking fee which is still outrageous, and basically I'm SOL. Once again, I had a poor experience with AT&T and I wonder why I ever left T-Mobile. read more

I took a visit to this location today to purchase accessories for my iPhone X. Upon entering and waiting for approximately 10 mins I was never greeted or acknowledged at all by any associate. As an AT&T customer I'm very disappointed and will not be visiting this location again. read more

This store has a few main problems. The first problem was the wait times. I do have some sympathy for this store, and the reason I am giving them two stars instead of one, is that its customer base takes much longer to service than in other areas. When I was there the customer base was made up of non-English speakers, one homeless woman and one very stoned man. Obviously it is going to take a lot longer to get someone set up with a new plan when they don't have an address, can't really understand English and don't have a credit score or are inebriated. But beyond that, the employee we talked to just seemed to not have the mental acuity needed to do his job. We wanted to set up a new account. After 20 minutes, we ended up giving up and eventually set up the new account on the phone. The store cannot control the clientele and some customers will take a long time with a sales representative but even after we made it to the front of the line, the sales rep didn't have any idea how to do even basic transactions. When I need to go in a store to activate my phone I will go out of my way to avoid this store read more

Digital life has been an AWFUL experience!! They have said one thing and have done something completely different on numerous occasions. Bad customer service, unclear pricing. Relentless calls for installation. Everything has been a headache. I get my first bill, I was due (2) credits, none of which have been passed along. Now I am being told that the equipment that I returned doesn't reduce my package pricing when I was told my multiple people that it would. I am going down to the store and having the entire system picked up. If they don't want to pick it up, I will keep it and they can chase me for the money. I love their cell service- digital life is the worst!! Should have taken more stock in the reviews. STAY AWAY.. or if you do sign up, get it ALL in writing. read more

The customer service reps in this location are communicative and respectful, but after I had a problem with my SIM card the manager was dismissive and unapologetic. He claimed to be unable to make up lost time with any refund, and told me to call ATT when I was already standing in the store. Don't go here if you want a problem solved. read more

Mind-blowingly bad customer service. Don't waste your time, find another store. Despite two managers being there no one could be helped by anyone other than the one sales person. Were not even apologetic about it so there really is no excuse read more

One of the worst customer service experiences I've ever had. Ended up canceling my contract on the spot. Went to Verizon just down the street and was treated as one would expect. Thanks Verizon! They were helpful and clear in their explanation of the small print, unlike the AT&T salesperson- who explained the hitches AFTER I signed up the contract- and charged me a $20.00 restock fee on the spot. Nasty AUGUST UPDATE- Seriously...it appears the *fabulously* nasty csr who I dealt with at the time somehow *didn't* cancel my account (that had been mine for all of 10 minutes)- and had an incorrect billing address- so bills for a non-existent account were being send to an address I've never lived at...fun. Hence I got a nasty call from a collections agency last night. Collections. Nice. After a lengthy phone session with a very, very nice person @ AT+T's main office, this all got sorted out this morning, but it had gone as far as going on my credit report...without me knowing about it as I NEVER GOT A BILL. Seriously- DON"T go to Downtown Crossing AT+T...I have friends who go elsewhere and are happy w.ATT overall- and the person who helped me out today was great, but what a silly situation! read more

I went in to buy a new iPhone, pretty standard procedure but Brad, the customer service rep that helped me was super super nice and helpful and made the process enjoyable when it would normally just be boring and kind of tedious. More customer service reps- especially in phone retail- should take a few pointers from him! read more

The at&t customer service rep neglected to tell me the phone he was selling me was an 8 gigabit phone which is of no use to me given that I have 4000+ songs and movies and lots of apps. After getting home and not being able to fill up my phone with hardly any content, I returned to the store and they told me that they only sell iphone 4's with 8 gigabits now and I would have to return on black friday if I wanted a phone with more memory. When he mentioned a restocking fee I nearly flipped out and he saw that and said his manager would take care of the restocking fee. When I returned on Black Friday there were no lines which was surprising and I got my iphone 4s without any trouble. I took off two stars because the customer service rep sold me a phone with such little storage without even mentioning it to me. read more

I bought a phone and signed a new contract with Enver; everything went swimmingly. I came back the next day to trade in my old phone and that's when we had problems. I traded in my phone, took the credit toward my bill, and found out that they didn't offer me close to a fair deal after it was too late (no one told me the transaction would be final as soon as I signed and I wasn't given enough time to read the contract). Even though this was an hour later, Enver and his manager told me there was nothing they could do. Then they asked to see my new phone, told me they might be able to do something if I let them take it for a minute, they took it out back, and returned shortly after to tell me there was still nothing they could do. Now that I think of it I'm pretty sure they checked to see if I had filled out the text survey. read more

Smallest AT&T Store i ever visited. i didnt know u need to write down ur name on a paper. very friendly and gave quick response. read more

First off, I think AT&T is so much better than Cingular Wireless I almost can't put it into words. I have a NYC cell phone number that was originally AT&T and then became Cingular after merger. AT&T corporate stores in this area (not the authorized agent stores) have always been able to help me even though the number has a NYC exchange. Cingular never could. Bastards. And the price of my rate plan dropped by about $5 when AT&T took it over again. But I digress. So today my phone was stolen out of my bag on the Orange Line on the way to work. Good times. I'm not eligible for an upgrade yet so I I thought I was SOL and would have to shell out at least $150 for a new phone. So I make my escape from my cubicle prison to try and convince the store to sell me a refurbished phone. Again, no such luck. However, the person who helped me actually gave me a new SIM card, waived the $25 charge, activated the new card, and told me to go to FYE and buy a pay-as-you go AT&T phone that was on sale for $15 and use the new SIM card in that phone instead. I was extremely impressed that the people working there actually gave me the best option for the money and didn't try to pressure me to buy a brand new phone. Granted, my new phone is pretty basic but for now it does the job. i'll invest in a fancier phone if the need arises. And the fact that the salesperson gave me a new SIM card for free made my day. read more

Today I had one of the best customer service experiences, ever. I don't understand all the bad reviews. I stopped by this store conveniently located in downtown crossing to exchange the Fitbit I ordered on the AT&T website. It came as a large but I needed a small for a good fit on my wrist. There were about 4-5 patrons at the store. Despite how busy it was, a staff at the front desk greeted me soon after I entered the store. He asked for my name and the service I needed in order to get a consultant to help me. I didn't mind the wait since I could walk around freely browsing different products, while enjoying the music playing (Deadmaus? Yesss). A few minutes later the consultant came in and helped me to see if there are any small Fitbit in stock. He was all smiles, polite, and patient with me. Apparently AT&T only carries large, which is bizarre. While I was debating if I could return the product to the store, he offered to processed the return for me. It took only a few minutes and was completely hassle-free. He even introduced other products similar to the Fitbit I should consider - the jawbone, the up-and-coming Apple watch, etc. He took his time explaining things to me, which I appreciated as a customer. All the staff were very professional, knowledgable, and helpful. Everything was done efficiently on iPads or computers at the counter. Overall I'm very impressed. Talk about customer service done right! read more

This is not a review of AT&T as a service but of the store in DTX near Pink. I have been waiting for nearly a year for my upgrade to come around so that I could get my iPhone. I went in to the store thinking I could just buy and iPhone for $200. Simba (the hottest and nicest guy in the cell phone biz) patiently explained that I can't get the iPhone for $200 until I was eligible for an upgrade. He looked it up and it turned out I had about 9 months to go. During said 9 months I went in a few times to inquire about rumors of early upgrades and such. All the while Simba was super nice and patient. Finally, today I was eligible for my iPhone. Simba, of course, was there ready to help me. He joked that they were out when I walked in which nearly caused me to have heart failure. If you have AT&T and need a phone or are switching to AT&T you should do business with these guys. So nice and helpful! PS I didn't know this but you CANNOT pay for an iPhone with cash. Apple doesn't allow it. Man they are weird. read more

Actually the most useless service I have ever received. Luis actually messed up my accounts and now I have two accounts when all I asked was for to be switched from postpaid to prepaid. They don't know how to do anything and are severely ill-equipped to handle easy tasks. Horrible service, and I am now switching to Verizon because of this. read more

Came here this past weekend to upgrade from the iphone 5s to the 6. Walked in, place looked pretty busy, and expected a pretty long wait. Was approached by a rep there named Luis who signed me in and for whatever reason, I was next on the list. Sweet! Luis took me aside, gave me an excellent rundown of the new plan options which included pricing, billing logistics, etc. Luis grabbed my new phone, helped me set it up, handled all the "paperwork" on an iPad, and I was off with a new phone. Whole process was maybe 30-45 minutes (fairly typical for new phone upgrades, in my experience). Regardless, Luis was the man. Super friendly, not pushy, just a down to earth guy who knows AT&Ts products and plans. We even chit-chatted a bit about TV shows we liked, other smart phones, etc. Bottom line, Luis made my time at this AT&T a great one. Best retail AT&T experience I've had. I hope the store manager reads this and gives Luis a raise!!! read more

I tried talking to someone about a form for replacing my boyfriend's phone and the woman was just shutting down everything I was trying to say and ask. She was the least helpful person I've ever encountered in a store. I will never return to this location. I'll make the time to go over Malden where I've never had an issue read more

I've gone to this store two separate times to try and upgrade my phone. Each time the staff has not addressed me when I walked in, they kept on working. After asking to be helped they informed me they were helping other people and would get to me soon. They went back to checking facebook. During my last visit I waited 45 minutes before I even spoke to a staff member. This store needs a lesson in customer service. read more

We went in for a new simcard for Iphone 4 when we got there to this very small uncomfortable store there was nowhere to sit, the help was less than friendly, he was almost rude, by my sisters standard he was, we're old disabled and expected a place to sit down and get some service we didn't get that kind of service there, what we did get was pathetic, when we got the simcard it didn't work! I dont know how he made it work once and then die but that is exactly what he did, because the phone died the next day. Do not go here they treat you very poorly. Questionable service and it seems they sold me broken products! Totally a rip off and left us feeling bad experience shopping there. Sorry young man you were not a good and professional acting salesman, and my sister thought you were downright rude! I dont have a high opinion anyway of ATT and now this! read more

We went in there to try and get a new phone. There were 3 people ahead of us and we were told to write our names down on a list and wait. Another person waiting pointed out "there is no pen!" and the woman working there grumpily got her one. They were BLASTING reggaeton music, which I thought was really annoying/unprofessional. The two guys who were helping people seemed to be taking their sweet time and just chewing the fat, talking about how great their phones were. So we left and ordered the phone online like a normal person. Which is probably what they wanted. read more