Outstanding service at AT&T! I had one of the best customer service experiences at this AT&T location and it definitely deserves a shoutout. As soon as we walked in, Terrance greeted us right away and made us feel welcome. We unfortunately realized we had forgotten our driver's license at home, which could have easily turned into a frustrating situation, but Terrance was incredibly patient and understanding. He told us no problem at all and welcomed us to run home and come back. When we returned, he picked right up where we left off and made the entire process smooth and easy. We went in looking to upgrade to the new iPhone 17, and Terrance helped us transition all of our Samsung devices over to Apple without a hitch. Switching ecosystems can feel overwhelming, but he made it feel simple. He was super attentive to all of our questions and wondering, taking the time to explain everything clearly and making sure we felt confident throughout the process. It was obvious that he was very knowledgeable and truly knew his stuff. What really impressed us was the trade-in deal he helped us secure. Even though one of our phones was only valued at about $95, AT&T honored a promotion that gave us a $350 credit, which was a huge bonus. Terrance was professional, patient, knowledgeable, and genuinely helpful from start to finish. It's rare to find someone who takes that much pride in helping customers. If you visit this AT&T store, ask for Terrance. He will absolutely take care of you. We walked out with new phones, a great deal, and a fantastic customer service experience. read more

Right now it's 11:30 AM on a Friday. The doors are locked, the lights are on and there's someone in an AT&T shirt ignoring people at the door, not picking up calls, avoiding eye contact...Why have a store that advertises being open during normal business hours, yet refuses to open their doors or help customers during these hours. Will make sure to not go to this location and to tell everyone to avoid it. read more

Representative stopped answering my texts after I had issues with trade in program after I took on a new iPhone 12 during launch. Used to work for this company and this is the ultimate no no. The manager was respectful but I will NOT bring anymore business to this store. I've been back and forth in the store 3 times and spent over 3 hours on the phone with customer care. I brought in 3 upgrades and was going to help them with acquire new business through a local car dealership but not anymore This is my fair warning, if you want to do business in this competitive market you need to help yourself customer through the good, bad, and ugly. Educate your representatives to follow through * from a former AT&T manager read more

Came in to pick up my new iphoneX on a Sunday afternoon and it was pretty busy, but was promptly greeted by the manager and put in queue. They have a decent set up and I liked that they had a FIFA match playing on the big tv, so I could watch the penalty kick shootout between Denmark & Croatia while waiting. Chris finally came up to me about 10mins later and got me all set w/picking up my phone. I didn't realize they would immediately disable my current iphone, so when I left and couldn't get google maps to load to figure out how to get home, I went back and in and Chris graciously help me set up my new phone. I hadn't done a back-up in a while, so my phone and icloud were a hot mess, but Chris was such a trooper and did his best to get me and my situation sorted out. They were getting ready to close and since my backup was going to take 2+hrs, he got me enough of where I needed to be to get home. Great customer service experience here and Chris definitely went above and beyond! read more

I came into this location this evening seeking assistance in placing screen protectors on my iPhone and Apple Watch. I was immediately greeted upon walking into the store. When I disclosed my purpose for coming, I was immediately told that because I did not purchase my screen protectors directly through AT&T, that no AT&T representative would be able to assist me, due to fears of liability in case any of the screen protectors breaking in the process. I was encouraged to "trust myself" and told that I should put the screen protectors on myself. I left the store thinking that this did not make sense and was not right. Now a side note: I was looking to purchase screen protectors for both my phone, Apple Watch and my boyfriend's phone, Apple Watch around Father's Day 2020. I first came to AT&T via online. AT&T was completely sold out at that time. Therefore, I had no choice but to seek screen protectors elsewhere. So, I looked up brands of screen protectors on AT&T's site, and instead of purchasing them through AT&T (because AT&T was sold out), I went directly through the website of the same brand, ZAGG/ Invisishield, to purchase the exact same screen protectors I saw on AT&T's website. So even though I did not purchase the screen protectors directly through AT&T, it was the exact same brand and exact same type of screen protectors that they representatives are familiar with. So in this moment, as I am coming to AT&T for assistance, I just did not feel as though it was right that I was being turned away. I ended up contacting customer care through AT&T and explained the situation. Upon discussing the situation with AT&T's customer care, I was immediately apologized to. And although I had hoped that the customer care representative would call the retail staff at this particular location to correct the issue, I ended up being set up with an appointment at a completely different location across town to do The exact same service that I had already come to this location for. Why this location could not assist me, I do not understand. But ultimately, I ended up going to the Independence Boulevard location and was able to successfully have employees from AT&T install my screen protectors for my phone screen, my phone camera, and my Apple Watch. I did not appreciate the inconvenience that this store put me through, especially given that this location is closest to my residence. read more

This location is the closest to my home, i would rather take the extra miles and minutes to never have to be in contact with this store ever again. all of the employees are rude, unhelpful, and just generally unpleasant. as someone who has and does work in customer service, i understand how bad it can be. this is more than that. it's unprofessional and i hope at&t can figure out what they're doing to these people to make them act like this. read more

Update! Gotta give these guys props: My previous visits might not have been glamorous but I went back a few days ago because the screen protector I bought for my new phone just wasn't working properly. Tons of touch sensitivity issues and areas that just weren't registering at all. The service rep took care of the issue by grabbing a new one off the shelf and replacing it no questions asked. It seems like the latest phones with the curved edges are causing all sorts of issues with accessories. The service that day was friendly and professional. Although during busier times your mileage may vary. All in all, I'm glad they were able to help me out with a $50 purchase gone awry. read more

I came in, checked in, had a walk around, and had fingers crossed that I wouldn't have another nightmare at an AT&T store. I was greeted and acquainted with Eddie. I absolutely loved Eddie! He helped out so much and was an awesome person to talk to. Aside from everything I needed fixed on my line, he helped out and was great at keeping conversation. You know when you're greeted by someone at a phone store and they're just awkward and don't know how to keep up a conversation? He was the opposite! Aside from an awesome conversation, he helped make my bill 50x cheaper and got me off the 6GB to the respective 1GB that I wanted in the first place along with giving me the military discount onto my bill every month as well within an hour, and it would've been 15 minutes, but I just got so wrapped up in the hospitality and the atmosphere of the store. I sound like I'm selling this store, but I'm not. I promise! I just had such a great experience which is completely not expected when walking into a store that sells phones. Basically, my point is, if you have a problem with your phone, plan, or line for any reason whatsoever, ask for Eddie when you go in. If you're in a hurry, great, he'll get you in an out, and if you're not in a rush, even better. read more

Horrible - If I could give this location no stars I would. The whole experience was awful and I never want to go to this location again with their rude and incompetent staff. Yesterday my husband and I both went in and bought new IPhones - XR model. The salesman, Elvis, said the SIM card was corrupted and took my SIM card from my old phone and put it in my new phone instead of replacing the defective SIM card. He then threw away the other SIM card. He then rushed us out the door. I didn't realize what he had done until later that afternoon. I then returned back to the store. Our salesperson, Elvis was on break and two other saleswomen met with me. I say met with me because neither one wanted to replace the SIM card and both kept saying that I didn't understand what they do on their end. My point was that I walked in with a phone with a SIM card and I wanted to walk out with one. They did end up giving me a new SIM card but then said it wouldn't work. At this point voices are raised and I am wondering why the staff is getting loud with me. Obviously customer service is not a priority. After I began setting up the new phone that night I realized they never activated the new phone. I called customer service who told me they would fix it but to call back in a few hours after they had time to resolve the issue. I got up at 4:00 am so that I could call them back after having to wake up a family member as neither of my phones work to make calls. Needless to say after 40 minutes of run around they told me I needed to go back to the store. I can't go until this evening so no phone today (when I really need it for family) and another hour wasted. I hope they do a better job on my third trip to this retail location and my fifth contact since yesterday. Run from this store and this company. I have experienced horrible customer service with their land lines and internet but never the cell service until now. This location is full of rude and brusque sales people who clearly don't know to activate a phone or not to literally steal your SIM card out of your phone. read more

AT&T's service hasn't been as good as Verizon's, but it's not as terrible as people say. In bigger cities with more iPhones per capita their network speed/quality can suffer, but in Charlotte it does just fine. I have found only a couple of spots where my old Verizon phone had service but AT&T does not, but these are mostly inside buildings, and are reasonably small areas. On the whole, I don't think that I have suffered much from the switch. tl;dr: AT&T isn't the best, but my experience cannot explain the enormous amount of whining that I hear from others. It's fine. read more

Kudos to Jose!!! Brought my elderly parents in for a new phone his current phone was unable to turn on or retrieve any data. Jose was very patient and respectful. Even my parents noticed how patient he was with them. My father ended up buying a recommended phone and accessories, setting up an account with AT &T all with the help and kindness of Jose. We even noticed the manager came by to observe the transaction for a little bit. The store was very clean and items were placed appropriately, along with current Covid guidelines. It was an early Monday morning transaction. So once again Kudos to Jose for excellent customer service. read more

I can give them one star due to no waiting and great store appearance I had a horrible interaction with one of their service providers by the name of Eddie!!! He was extremely rude when I was trying to get clarification he was interjection in my phone conversation that I was having with my mother he was extremely hostile intone and demeanor. I was there to purchase a new phone for my son for his graduation present. I do not know if that that that I'm African-American women and him being a white male had anything to do with it but I do know I will not participate with hostile employees. I chose to remove myself from the situation not purchase from that store in file a corporate complaint. read more

This is the best AT&T store I've ever been in. Greeted promptly by Elis upon entering. He answered all my questions, got my phone upgraded quickly, made suggestions and was friendly my entire visit. Every employee in the store seemed happy and friendly. Maybe it was the great music playing, idk but whatever it is it's working. read more

Recently I switched m wife and son from Verizon to att with me since their phone contracts are now up. We went with the unlimited plan with an expected bill of around $170 my first bill came in at $305. It's worth noting I only have service fees and no devices payments. I went to this store to get this bill fixed. I waited 40 min w only a few ahead of me. I'm told my bill is so much because they switched me from post paid to prepaid causing two bills at once but only for one of the three lines. The person helping me was nice but doesn't have authority to fix this and I again must wait this time for a manager. When the manager comes over she informs me she can't do anything my bill is correct this is all due to proration and they no longer allow paying in arrears and have not for more than 7 years. When you add this experience to the fact that I signed up for att fiber expecting 1gb and only get 150mb I give att as a company a negative rating. What a bad way to treat customers. read more

I bought an iPhone X here after almost buying It online. I decided to go into the store bc there was a charge online that I didn't understand, and I wanted to ask what It was for. When I went in, the employee that sold me the phone told me that I wouldn't be charged that if I paid in store. Long story short - this was a lie. This charge was later placed on my account - an employee lied to me to sell a phone (he also wouldn't stop trying to convince me to buy an Apple Watch even though i said several times i didn't want one). I needed to dispute this charge, but they wouldn't let me speak to anyone on the phone so I made an appointment. When I went in for my appointment, someone greeted me and I told him I had an appointment. Instead of honoring this, he put me down as a walk in without telling me that he did that. I know, because there is a giant screen on the wall that shows who is waiting and I was under the list labeled "walk-ins." I wasn't spoken to until 40 minutes after my appointment time. I regret giving these people my money. read more

I came here to just get a simcard since I am switching to iPhone 6. The lady asked me to check in and I was on the list. First impression of this store and layout was neat, excellent however I see lot of employees just hanging out and mingling with each other. Either they have way too many customer care people and one or two technical help or they just like to make their customers wait so they feel like it's an Apple like store. The only difference is that at Apple Store, they actually help their customers or at least that's what my experience has been so far This review may sound like rant but it is ridiculous that I was forth on the list and I waited 45 mins for 2 minute job. Well it's kind of like sex for some men huh hahaha.. read more

The store manager was supper accommodating. They have such great customer service. Pleasant, supper professional and great. They got me what I needed in no time. read more

I do not like going into this location. The wait time is always toooooo long. I usually windup calling customer service to have my questions answered and then use the kiosk. Employees seem to be just chatting it up too much while people's precious time is being wasted. read more

I would honestly give no stars if possible. It all starts with about a 2 hour transaction where I came to buy a new iPhone. I started with one sales person but at some point it switched to a different guy who did not seem as knowledgeable. He spent majority of the transaction looking at his tablet waiting for divine intervention to direct him on how to complete the transaction. I told them I wanted to pay for the phone in full, they asked if I wanted to trade my phone in to get $350 off. I asked if I could still pay my phone in full and he said to wait 24hrs then I could take the balance minus the 350 and pay it off. That was in fact not true information as I went to a different store to pay the phone off like the salesman instructed me- and the second store told me the first store was wrong, I could not do this and I would need to return to this location for them to refund me the $35 my phone was worth to pay off my new iPhone in full. Once returning back to this at&t store the salesman was not helpful or apologetic for the misinformation I was given by a fellow coworker. He said there was nothing they could do and my only choice was to pay my phone off in full and loose any money for the trade in value of the phone I gave them. Biggest regret was ever coming to this store to buy a phone from someone who clearly has no idea about their own company's policies and how payments work. They do not care about customer satisfaction or even apologize when they straight up tell you incorrect information. Next time I will just go the Apple store. read more

I just went in to this place to check my upgrade plan but the way I was treated was plain rude as if you are not welcome here and get lost as soon as possible. And I did that just to not loose my patience and shout out over there. I would never ever go to the place again. Staff members are clueless and dont know how to talk to the customers. read more

My mother and I went to get a new phone. They completely ignored us and tended to other customers who arrived after us. We waited 20 minutes for help while they talked to each other or helped guests that should have been helped after us. We politely sat at the high tops after walking around and looking at phones. They saw us, said "We'll be right with you" and proceeded to ignore us. They looked at us multiple times but still nothing. Will not be returning. read more

While some of the sales people are personable, at this location, they are disgracefully uninformed and actually sold me a regular iPad Mini, claiming it was an iPad Mini with retina. After I discovered what I believed was a mistake, I was told that they never had any retina Minis in stock, the manager took zero responsibility for it, and then they proceeded to up sell me to an iPad Air, when I had to come back to return the Mini. I hold the manager completely responsible because I came in contact with three of his employees who all claimed that they had Minis with retina in stock. I will NEVER return to this AT&T and I warn against anyone else going. read more

I had a good experience at this AT&T store the people were friendly and helped me right away. I wasn't able to retreive my emails or get on the internet with my new iphone they found out somehow my data plan was gone after updating my phone. The salesman was able to fix the problem right away and I haven't had a problem since. Remembering the days where I use to wait hours at the cellular store to fix a problem this was a huge difference I was in and out in just a few minutes. read more

I would never recommend anyone to the store the customer service sucks!!! AT&T it's self is some bullshit!!! I was approved online with no down payment just paying the simple tax, my order was canceled the next day due to fraud protection, after contacting the customer service sales department, I was told because my order was cancel, and that the notes on my account said I needed to come in store to show ID to prove I was myself cool. I understand it and , I contact the store nearest to me to ask if they had my phones available. The manager answered the phone, with no customer service skills and told me to bring in over four forms of ID .. (my social security card or birth certificate Drivers License major credit or debit and something with proof of address ) although the sales rep only told me to bring in two forms. I didnt have a problem because, I was who I said I was. I Arrived at the store at 1:16pm I tell the girl what I need and the first thing she does is Up sale me, for U-verse, and the next thing they're trying to get me to get Wi-Fi . I told her and her manger I did not need it they continue pressuring me so I gave in and, for the first hour I was in the store I found out she had not one time started on what I came in for. I let her and her manger know I didn't not come in for this I have get back to work I only came in for the phones!!! shortly after i found out that I would have to pay a down payment $800 for both phones... I just couldn't believe it because I just was approved with no down payment the day my order was submitted, before been canceled due to fraud protection. The worst part was the representative who helped me , did not know nothing.. on top of her & her manager laughing and talking about AT&T wanting them to upsell on U-verse , which would explain why When, I first came in the store and told him what I needed, that's why they didn't care to get straight to the problem ,decided to upsell me instead. I contact the customer service once again for the third time in 12 hours and, I was told not only something different than the last, but something completely unbelievable !! telling me the reason why my down payment came up because the The AT&T Authorized retailers & the corporate store & online sales all have different criteria is to be met. unbelievable isnt that the same company?? so I couldn't believe this so i decided to come back To the front to go ahead and get the phone because I promise my daughter a bday phone. By this time it's damn near 3pm, I find out shorty that they had no iPhones in stock, as well as back order on our phones until april 28th , crazy right ?? Well than the manger tells me to go up to apple to get a phone with my account number. I Ask him shouldn't I call before driving 30 minutes away to find out that that's not accurate? His reply is yeah you could! I ask apple is this true, I find out no! The Manager goes on to tell me well, don't stop there call all the Walmarts call target, and see who have phones and you can just go over there to see if you can get a phone. I finally find a store at after calling three Walmarts in two target. I find a target that has the phone I get to this target in 26 mins , from the store have only find out that the information that was given to me was in accurate, and they will have to run the fifth application for the day, after I could not answer any generated questions because the applications have been submitted to the maximum!! they can no longer summit any new application with me anymore. I find out there at target I could've just went to AT&T store And, had them order me a Phone, based off of their inventory which was never offered to me .from the beginning it took for Me to go to target, to deal with their associations with AT&T to only find out that I was able to do from the beginning. by this time it's already 630pm, By 8 PM leaving the AT&T store in Northlake Mall 30 miles away from home, we leave finally with our phones. All because I came into a store that didn't know anything, and I found out this company is kind of janky!!! read more

I was racially profiled. My all time worst experience in my life with at&t. Ashley Pantojas, the store manager was the most disgusting woman I've ever met in my life. Instead of being of any assistance, she stood over my shoulder the entire time. If you are African American, Hispanic, brown, or of any of color. Please do not visit this store. All she kept complaining about was how some mechanic touched the counters etc. Which I didn't even notice. I noticed how she neglected other customers to stay posted watching me as if she was my manager. How do you expect any continuous business with someone like this jeopardizing your customer-client relationship? Did she receive any management training whatsoever? Or does at&t hire anyone off the streets? Ashley Pantojas was not a representation of at&t. I hope this trickles up to the CEO because this person can single-handedly dismember the brand you've built as a company. It's people like her that put a bad taste in people's mouth, one bad apple spoils the bunch. I have 7 people lined up to set up there lines, being that I'm brand new to at&t. They can take their business where there dollar is appreciated and respected. This business has so much longevity and I'd hate to see it squandered by people that will never know how to treat it like their own business. Thanks for reading. read more

The worst people work here. 1st, I bought a new phone in cash and the guy, James, was talking to me WHILE talking to customers on his Bluetooth so no wonder he screwed up and signed me up for the installment plan even though I paid the whole amount upfront. I went back to show them my receipt and have them fix it and, after waiting for an hour, the man told me he couldn't help me for a reason I knew was bogus and that I had to call 611. Well I called and they said the store associates have all the same access they do and I had to go back to the store. Meanwhile I'm 37 weeks pregnant with my 3rd kid. I go back and the manager (girl with long nails) makes a copy of my receipt and says she'll take care of it. Of course she didn't, lied straight to my face. Next, it's Christmas week and I'm 39 weeks pregnant with a bill that is much larger than it's supposed to be but no one at this store will help me by fixing THEIR mistake. Finally my baby is here, I can't keep going to the store so I reached out to AT&T on facebook and they promptly corrected the mistake and refunded me the past two months of charges. This store is the worst- They have stolen money and time from me, lied straight to my face and blown me off for a mistake that was entirely their responsibility. Worst and most stressful experience with any store in my life. P.S. They're the worst. read more

I've had two experiences with this store - the first was bad, the second was adequate. I went in to the ATT store about 2 weeks ago to upgrade to the Iphone 4 and join a family plan with a friend. The sales associate at the time seemed to know what he was doing and set it all up - told us it would take up to 3 days to get the plan together and that he would call us both when it was done. A week later and no phone call, I went back to the store and talked with another associate who informed me that nothing was done since my first visit and in fact nothing needed to be done, that I could have an Iphone in 20 minutes and sure enough 20 minutes later the plans were set and the numbers were together on a family plan. Overall the experience wasn't a good one, in that I had to wait an extra week for nothing, and was told misinformation from the start (plus the wait times were an hour one time I stopped in). I'd suggest another store to upgrade or change plans. read more

We went in to buy a new phone for my daughter. We were told it was buy-one, get-one free. The charge for the second phone kept showing on the bill and when we would call, they kept saying... "It takes about a month to come off." We are still paying! We were told by AT&T later that it was only a deal if you were getting a new line. Don't believe what they tell you. Check yourself BEFORE going to this store. read more

This past Friday I dropped my iPhone 5, and of course the screen shattered completely. That night I made an appointment for the following morning at this AT&T location. Upon arrival I was told that they were unable to help me, and that I would need to file an insurance claim and wait for a replacement phone to be mailed to me. I was told it would be overnighted. 4 days later the replacement phone arrived....broken. I was sent a phone that would not turn on at all. Once again, I made an appointment at this location. The representative I met with, Andrew, could not have been less helpful. After first questioning me, and my integrity, suggesting that the replacement phone was not actually broken, he then realized it was. He then offered me NO help, and said that this was "not their problem", and that they have nothing to do with the insurance....a company that they contract out to....but they have nothing to do with the insurance company. So after 5 days, 2 trips to the AT&T store, and 1 broken replacement phone, I followed the directions I was given and looked in the replacement box to see the insurance number to call. And what did I find? The AT&T number listed to call if you experience any problems with your replacement.... Not looking to waste any more time with AT&T I searched online for the insurance number and gave them a call. The two automated menu options I was given? 1. Check the delivery of your claim 2.Be transferred to AT&T to discuss a problem with your replacement..... SO once again I am re-directed to AT&T, even though this AT&T location assured me they have NOTHING to do with replacement insurance claims. 5 days +2 broken iPhones + ZERO help from AT&T = switching our plan to Verizon. read more