I went in today hoping to upgrade my phone and was pleasantly surprised with the service. John was very nice, helped answer all of my questions, and was personable. They also had the phone I wanted in stock which was amazing. Would come back again. read more

Do NOT purchase any AT&T product or service. The do not provide access to a speaking agent on their website or automated service. Their products and service are terrible. The Rookwood AT&T personnel ARE THE WORST. They demonstrated ignorance of their own services. I went to this store 4 times attempting to get a pre-paid AT&T phone and sim card activated. The first two times I was assured the phone was activated and when I got home found it wasn't. I needed this phone as an emergency backup. Yesterday, I went to the Rookwood store and their agent gave me 2 numbers to call after he called them, couldn't get through and discovered the AT&T office was closed on Sundays. He didn't know that. Today, I spoke to an AT&T representative who forwarded me to an automated message, and I could not get a human agent on any of their options. AT&T's automated message line is DESIGNED to prevent you from talking to a representative. Today, I waited for an hour to get service and was subjected to the Hyde Park ARROGANCE & INDIFFERENCE by their representative. He could not explain why the representative gave me numbers yesterday that I could not reach someone to talk to. By the agent who talked to me yesterday was in the store and didn't talk to me. I was told that since the AT&T phone was purchased at Walmart, and they supposedly failed to do whatever they needed to do to avoid a "point of purchase error" was, he washed his hands and said I needed to take the phone back to Walmart. The bottom line is that the AT&T personnel were completely unable to deal with a problem with a product they sell to Walmart and didn't care to address the problem. They also would not provide a refund for the $35 I paid for a pre-paid plan. Bottom line...DO NOT BUY YOUR PHONE OR SERVICES FROM ROOKWOOD AT&T or WALMART. Basic services like Boost and Consumer Cellular provide much better support. AT&T personnel incompetent since they don't know how to assure that when they say a phone is activated it is actually activated. They provide inaccurate information. They don't have enough sales personnel to handle the volume of customers. They engage in a lot of unnecessary personal chitchat with customers which causes backlog of waiting customers. And they could care less about helping customers resolve issues with their products. You buy AT&T products, YOU ARE ON YOUR OWN. DON'T EXPECT ANY SUPPORT!!!! NONE!!! AND ROOKWOOD AT&T AGENTS DON'T KNOW THEIR OWN PRODUCTS OR SERVICES!!! read more

Alecia is AMAZING! I have never EVER had a good AT&T visit until I came to this location for an upgrade. She talked me and my girlfriend through our options, helped us navigate some speed bumps in the process, and most of all she delivers service with a great personal touch. It felt like we were being taken care of by family :) read more

I truly hate negative reviews, but wish someone had been able to warn me of the impact of store associate dishonesty and lack of recourse. We elected to switch to AT&T from Verizon at this store as we were due to get new phones for a couple of our lines. Based on the "Free phones" promotion, we went in, showed them several of our devices and they hand picked the two devices that "were definitely eligible" for new phones. Based on this we signed up for service, only to find out weeks later and without the ability to cancel our service and return the phones at that time that they elected not to accept our devices, and we would be required to pay $800 for each one spread over 3 years (have to spend $1600 more than the store told us.) The store wouldn't help and just pointed us back to calling AT&T directly. While the supervisors at AT&T have been sympathetic, they really will only take partial accountability for the dishonesty of the person we worked with originally in the hours of conversations, transfers, and hold times we have endured. We knew we would see some network quality/data reductions, but were willing to live with it based on the difference in cost, but that hasn't panned out. It has been months and we are still working out final details, but at a minimum, it looks like we will be paying ~$1,000 more out of pocket over the 3 years than was agreed. I wish we had the foresight to have the person at the store write into our contract what he said - maybe this mess would have cleaned up easier, or even better never to have switched. We miss Verizon and if you are going to deal with AT&T, I would suggest working with them directly, not this store. read more

I upgraded my phones. AT&T screwed up And assigned my new payments to an unused line. My wife and I had to visit the store multiple times, each time we got told they couldn't fix it, it had to be done on the phone by customer service. Customer service told us it had to be done in store. I finally got the phone customer service and manager both to talk and nobody can fix it. So, I'm stuck with a bill for a line I don't use. Because they messed up. The worst part is neither store manager cared at all about fixing it or making it right. They never apologized for their mistake or offered to make it right. Nothing. Awful. This store is the worst. And I am done with AT&T after this. Horrible store service. read more

I had a great experience with service setting up my account today! Unfortunately, I did not get the name of the man who helped me, but I was greeted as soon as I walked in and taken to a table to sit while we problem solved. I was trying to set up service and transfer my number simultaneously and somehow my account had not gotten activated correctly when I tried at home (for an hour!). We ended up having to call advanced customer service who were able to solve the issue within minutes. I hadn't been inside of a cellphone store in YEARS and this experience really surprised me with how efficient and helpful it was. The store itself is very large, and they have a wide variety of products including pop sockets, phone cases, speakers, phones (of course) and other products related to their TV services. read more

I have gone to this store in person and tried calling on separate days. I have never been able to speak with an associate there. I hope to at some point be able to establish contact. At such time, I'll update my view if after the contact I would improve the rating. Until then I can't in good faith offer a review greater than 1 star Updating my review up to 2 stars. They still do not answer the phone. However, when I went in last week, Sean was very helpful in getting me a solution to a problem I was having. If I have more positive experiences, I'll update with more stars read more

The service is great but all the text messages I get from them is a pain! All I want is to use my phone and be left alone! I have told them to stop sending me text messages and they keep sending them to me! I am about ready to go back to straight talk!!!! read more

Went to the store today to pick up a new phone to replace a broken one. I wanted to purchase one on 2-year contract (which is completely within my rights, and which I ended up doing online)..the extremely pushy salesperson started talking down to me like it wasn't even an option. Was very condescending and rude....when I said that's not what I want to do, he said "let's get your mom on the phone and let her tell you what's best". I was disgusted and had to remove myself from the store quickly...never going back there again. read more

Poor costume service & slow. Waited too long for a helper. Only 2 people working in the whole store??

Customer service rep Todd decided to insult my husband, call him a dick, and refuse service to my family. Why? Because my husband inquired about the steps necessary for me to buy my dad a phone on our plan with out my husband being present. Todd walked away and the other employees apologized and explained why. Todd then decided to stand in the back of the store and laugh at us. Never have I ever had a customer service experience so insulting and degrading. read more

ATT customer no-service SUCKS. Avoid ATT is you can!! They look for ways to deny promised rewards. On hold for 1 hour 22 minutes!!! Despite calling the directv reward number given to me at the time of my order 877-258-1427 after I finally got to speak to a person, and was asked how I knew about the reward, had I heard about the reward before my order, was my order online or on the phone or at the store or a door to door person??!! I was told I was in the wrong department. The supervisor transferred me again and again on hold for 22 minutes before a live person came on the line........morning coffee got to me and so had to hang up. My advice, if you have to deal with ATT is to get names and employee ID for everyone you talk to. Write down the day and time...they say the call may be recorded for quality control, which none of us believe, but just in case you should be able to tell them who you talked to and when. This review is NOT directed to any particular ATT store but rather to ATT in general. read more

The wait was very short. However, the gentleman who helped us didn't do what we asked and set up our new phone wrong. We found a fix on our own but it caused another phone to be turned off. This required more work to get it back activated. read more

I visited this store during the last day of an otherwise excellent vacation in my hometown to visit family. Actually, I visited two AT&T stores the same day to attempt to receive the same service. At the Kenwood Towne Center store, I was completely ignored by the store rep (not greeted either time I walked in the store). At the Rookwood location, I again found very few sales people, and was asked to use a kiosk to receive service. I tried for over 15 minutes to use the kiosk. No one even attempted to help me. I asked Phil, store "Manager," to assist me with the kiosk. Phil made some child-like, low-intelligence attempts to restart the kiosk ("Oh, this thang don't work,") and again directed me to have a seat and a wait. I reminded Phil of my experiences and lost time at the ATT store. He directed me to use an in-store demo phone to call customer service. The interesting thing about this was Phil, "The Store Manager," had a tablet in his hand, knew my name and account number, yet never used either of those pieces of information to simply accept my payment. As I used the in-store phone to call customer service, Phil approached me and stated a sales person could now help. As I stepped away from the demo phone, it retracted abruptly from my hand. Phil stated that I was being "disrespectful" in the way I used the demo phone. When I glared at him, literally shocked at how poorly I was being treated as a customer, Phil actually stepped toward me in a threatening stance and asked "Is there a problem?" insinuating that there was going to be some altercation. I left the store, in literal amazement at how badly I was treated, all the while still being unable to PAY A BILL... not purchase a phone, get tech support, or any other assumed lengthy transaction. My presumption is that Phil failed miserably at his last job (and probably most other aspects of his life), got this "manager" job on a fluke, and has taken his "manager" title to mean he doesn't have to do anything other than appear important. Don't waste your time by visiting this store... you WILL be dissatisfied. read more

The service was excellent. Nathan set up a replacement iPhone with efficiency and with patience in 15 minutes. He was knowledgeable and courteous and I'm appreciative. Thx read more

I've been trying to call them all day just to get a copy of a receipt without any luck - 15 times! Is there one person there working and on break or napping? I live in Philly now. Do I have to drive nine hours to get some attention? Geez! read more

Great service. Great people. This is a busy location, but well worth any wait due to customer traffic. I highly recommend this store

We're right in the midst of a pandemic nationwide and a crisis globally and this is how my "customer service" went with a follow up call from sprint personnel employed at this location. My in-store service was great!! My review through the automated text system should reflect that. The call from Lee who initially identified as the manager the following evening changed my whole view on this store and my overall experience with at&t store employees as well. The initial conversation was professional and courteous, that quickly changed. Just a few minutes in to the call I realized I needed to have my wife start recording the conversation. We have 2 lines with at&t and was really considering adding a 3rd for our oldest daughter. After this, we may actually be considering switching providers altogether. I went to this location in person yesterday, Thursday April 16th with my wife's phone, apparently ruined, later to find out after it died and was re-charged it worked just as before, only it had a busted screen, which happened several weeks prior. according to the store rep. Who handled my transaction. We decided to pay the difference and upgrade to newer phones, meaning our bill would reflect that adding payments for 2 new phones to our monthly payment. I had to leave, drive the half hour back home to get my I.d. As well a little over $500 in cash which had to be paid before we could upgrade. Ultimately this transaction went smooth, the representative, Matt who helped me in the store advised I could take my old phone home as it was still working, after he checked with a manager, this way I could transfer all my info. Via WiFi and a new app at home because he informed me it would take several hours. He did inform me as I was leaving that if I didn't bring the phone back they could just put the difference of what I owed on the phone on my bill, a little over $180. I advised him I would touch base with my wife on that but that we would most likely just bring it back as a trade-in. Fast forward to Friday april 17th, one day later. We tried several times in several different ways, including the recommended data transfer app to move our pictures, nearly 3,000 pictures of our 3 kids to my new phone! Ultimately this didn't work, we decided the remaining amount owed on the phone was well worth keeping all the pictures of our children as well as possibly use this phone for our daughter's line, needless to say we decided to just keep the phone and prepare to pay the difference on the next billing cycle. I get a call shortly after 5 in the afternoon about the phone, I was advised by Lee that I had to bring the phone back because it was already in their inventory as a trade-in. I explained what I was told by Matt, approved by a manager before I left the store the day prior. Lee proceeded to tell me that was a mistake on the employee's part and I needed to bring the phone back, he has gotten very rude at this point. I explained what I had been advised, furthermore I can only be charged what I still owed on the phone, roughly $180. Lee informed me I needed to bring the phone back again, I explained to him that the employee's mistake wasn't my problem, put what I owe on my bill as I was advised would happen. He informed me at this point that he wasn't technically the manager and couldn't do anything like that and advised me that it was my problem and I needed to bring the phone back. I asked for names and a customer service number and terminated the call as it had quickly turned in to a harassment style conversation. you made a mistake on your end, correct that on your end! Your inventory is not my responsibility! Correct the issue and please do not contact me with any more unprofessional, harassing phone calls. I nor my family need any more stress in these hard-times being inflicted on us by this outbreak of the corona virus! We're doing everything on our end to stay afloat, including paying our at&t cellular bill per our agreement with at&t. I can and will edit these reviews, once everything is corrected by the store personnel! As of now I have posted to 4 major review sites and will continue to post to others at my convenience!! read more

THANK YOU FOR BEING AWESOME! I was there from Virginia visiting fam for the holidays and you were super busy...but the store manager himself jumped in to help us, got us hooked up on a family plan with four devices, ported numbers and added iPad minis and we were in and out. BEST SERVICE EVER! read more