THIS IS WHAT HAPPENED TO ME AT AT&T. Went in with my mother to buy her a phone, while there was asked if we wanted a tablet for 99cents, I said no don't need one but he insisted 99cents. I said OK end of discussion. Couple months later looking at a bill for the first time I noticed I was being charged 12.99 for the tablet, called up and told them I wanted to return it, oh no, as a matter of fact that tablet put me into a 2 year contract. I was furious. This was NOT disclosed to me at the time or I would of said NO WAY !!! Here's the good part. So I learn how to navigate a complicated bill and find the data usage charts and see how we were using our tablet. 1 month , 1hour a movie, surfing, shopping, texting,2nd month similar surfing, iBook, music, you tube, etc, 3rd month, shopping, surfing, emailing, texting, entertainment ,etc. the agent was very thorough telling all the ways I was using my tablet. So I asked Her Now How can I believe my phone bill is what you say it is ::: When the tablet has never left the bottom drawer I threw it in since we got ! She immediately hung up on me. They were making it all up! YES AT&T, the giant conglomerate was making up date on the way they said I was using the tablet--I still cannot get over it??? Why would they take such a chance of liability by doing such a minute thing as miking up up how my tablet was being used ??? This doesn't sit well with me, I want to tell someone but who. someone should know. and How can I believe them about my phone usage if they are lying about my stupid tablet, right? I don't believe them. I got my phones out of there asap. and now have to wait for the dum contract for the tablet to be over. I went into the store and the agent told me they owe $36, and was angry and let him know it , then this itch of a manager came out and said oh no you owe us $69 dollars. Well she just put me over the edge, I lost it, then I get home and I have a message from AT&T that I owe $4. I am not paying it until I speak to someone in the StateHouse or District Attorney's Office. I don't want my account to disappear. I still can't believe such a Hugh company would make up data Marina O, Norwood, Ma read more

My only problem with this At&t is the self pay machine its never fixed, It took 35 mins for me one time to pay my phonebill, I understand that they get busy and have no control over that ,but that machine would be very helpful for people who just need to pay there bills. read more

So close and yet so far. Few AT&T stores have the iPhone 6 in the run up to the holidays. So I ordered the phone on-line to collect at the AT&T store in Dedham because they had what I wanted in stock, closer stores were sold out. When I arrived at the store they said I had to change my plan if I wanted the phone, and go from unlimited data to 4Gb. I told the store to cancel the order. I then phoned AT&T who told me the order was still active. After 3 hours in terrible holiday traffic I still have my old phone. read more

I recently left AT& T but was having some trouble switching to a competitor. I went into the shop and as a former customer leaving, I didn't have high hopes. However, the salesperson (tony) who helped me was great. I worked for over 1/2 hour with him and the manager (Matt) to get my phones straightened out. It was quite a bit of work, and these two spent a lot of time for a customer leaving the "family". I'ts not that the service was bad, but all of these companies offer new customers a better deal to entice switching. I am sure I will bounce back to AT&T in a couple of years. read more

Often long waits for customer service.... up to half an hour after which I gave up. on two visits.....In a smart move....they finally put in a couple of places to sit.... But they really need to have an "express" counter for people who just want to buy an accessory... not discuss and set up a new phone for an hour... a very simple idea... but one that has eluded AT&T stores. Staff is Ok.. friendly and somewhat helpful... The Alewife Cambridge location is the only AT&T retail store that is truly well run and has a staff of very professional people who really try to help you. read more

I went to this store on Friday May 12 2017. I made an appointment online after having problems with my phone and being online with customer service the night before for an hour with no results, I was taken right on time and waited on by the most wonderful woman. Chelsea is the new manager, she helped me so much and was very knowledgeable, polite. She had a smile on her face and was very nice to the people who kept interrupting her, She dealt with everything so professionally. I went in an old G3 phone and came out with a new G7 and a tablet all for the same price plan I already had. Definitely with ask for Chelsea again when I go there. read more

I went into the store to upgrade my tablet to an ipad. The manager greeted us upon entry and directed us to a salesperson. The process to look up the account was not conducive to privacy or security as they want to scan your ID. In this day and age of stealing identities, this is not an ideal prospect. I told the sales person what I wanted and he had to continually look at a piece of paper to provide information. It seemed like I knew more of the available equipment than he did. I voiced that opinion to the person I was with and the manager came over here to butt in on the conversation. He told me how things have changed. I mentioned I missed the old times and people who used to work there, and he told me the transaction was over and I could leave. I wasn't swearing, I wasn't loud or obnoxious. I was voicing my opinion to my companion. I've been going to that store as long as it has been open. The experience was definitely less than stellar and surprising. If you want inexperience and a lack of human understanding than this is the place for you. If you want good customer service than dial at&t by phone. It has been a week since I left a voicemail with the district manager about my experience. So far no return call. What wonderful customer service. read more

I've been with AT&T for 15 years and don't deal with the non-corporate stores. I went in for a phone upgrade and was given a "free" tablet. The rep said, '... and you get a free tablet with this new phone.' No more detail than that. My bill arrives and there's a new phone # and almost $60 of charges related to the "free" tablet. I hadn't done anything more than take it out of box. Went to return (after call to Customer Service) and was told it was after 14 day return period, which is on back of receipt and if I wanted to cancel the line, I'd have to pay the $175 de-activation fee. That did no go over well with me.I should note that when I upgraded, the rep moved my contacts but not my photos. He said I should be able to do it myself. I had told him part of reason for new phone was it had lost a bunch of pictures so this was a big lack of service. Add the lack of service with photos to the lack of disclosure about the tablet on the first visit to their refusal to try and resolve a problem for a long-term customer and I will never be back. Also won't recommend them. PS to Dedham store. Customer Service did what you would not and cancelled the tablet service with no fees and reversed any fees that had been charged. read more

I went in for a discount offered thru my union--something I've tried several times before but AT&T doesn't make it easy. Despite a bunch of customers milling about, Tony was able to help me straight away. He even found a better discount for which I was eligible. Thanks dude. You rock. read more

Just want to give a heads up on an issue I had to deal with. I purchased a phone from ATT in Dedham Ma. When I left the store with my purchase I had noticed that I was unable to get into my e-mails. I called the store and was informed that I would have to come in and see a tect. The phone should have been tested and operational by the time I had left the store. I work every day so it was hard for me to find time without losing any pay. The first person I spoke to could not help me so he connected me to an apple tect. When she informed me to come in I had let her know my dismay. We got disconnected? or did this person hang up on me. I then called back. Spoke to someone else at the store and again I was disconnected? I had done this 4 times and four times I was disconnected? Really. By this time I had been on the phone for over an hour. I had asked for the number to the corporate office which they refused to issue me. I had a friend of mine retrieve the number for me. I called corporate and he backed up there employees. They just dont care. All I can ask from facebook members is buyer be where and dont do business at this particuler location. read more

I ordered my new phone online, to be picked up in-store (thinking it would save time later on). I got all the appropriate emails ('your order has been received', 'your order has been processed', 'your order is ready for pickup'). Yet, when I got to the store, I was told "yeah, it turns out your order was never processed. It's, like, a glitch or something. We can process it now". "But I have these emails saying that it WAS processed." "Yeah... it's weird." The rep then proceeded to regale me throughout the entire transaction with how AWFUL the phone I had ordered was. Not enough memory. Everyone was bringing them back. I wouldn't be happy with it. Apple had been sued for false advertising because of it. He STRONGLY recommended I upgrade to a (more expensive) model with more memory. I did not. The phone was exactly what I wanted, and surprise! It's FINE. To add insult to injury, they charged me for the phone (okay), then put a hold on my bank account for the same amount AFTER they charged me for the phone (not okay, it put me in overdraft). I've bought every one of my iPhones here, and I've been a customer since they were Cingular. NEVER AGAIN. It's the Apple Store from now on. read more

I went in there recently with my 14 year-old son and his very broken iPhone. They said that it would need to be replaced, which made sense. I explained upfront that he was 14 and that he did not need the newest iPhone and that we were looking for the most economical option. Long story short--my husband deals with all the phone stuff/bills so I went in there a little clueless about the payment plans and what we were currently paying. The man we were dealing with was extremely pleasant and friendly, and then proceeded to take full advantage of the fact that I was not clued into the plans! He fully ignored that I said that I wanted the cheapest option, and that my son did not need the newest phone. He basically, presented the information to me in a way that made it look like I would ultimately be paying less than what I am currently paying and that we would get the newest phone for my son. I called my husband about it, who explained to me that I was getting ripped off! I felt I had walked into a really bad used-car dealership and had the wool pulled over my eyes. So, if you do go in there, have all your numbers with you, question everything and have your wits about you!! read more

So my mom went in to get an upgrade and get a deal on a tablet. I told her the deal to get and Colby said that deal didn't exists and pushed her to try and buy a ipad. She said no and got him to get the phone she wanted. He then had to get another one cus he was going to sell her a gold phone when she said silver. He then told her the tablet deal was for a small free tablet not a big one. So she said fine cus she needed to leave. She gets home and gives me the bag where I find the wrong tablet and told the deal I told her about wasn't real, so I looked online and found it and showed her. We then checked the phone that again was the wrong color and was white not silver. We go back to the store to stand around waiting to be helped again only to get an attitude from the manager and given new reasons on why I couldn't get the tablet I wanted for the price shown and told I would have to come back later or put my name back on the list to wait again to return the wrong color phone for the correct color and return the lil tablet that we didn't want that was pushed on us. So we left and have to go back tomorrow to get the right phone and give back the tablet we didn't want, so in the end we are not happy with the service we didn't get the great deal that the advertise online and in the store and we also couldn't get the phone in the color we asked for 3 times and had it switch once and still given the wrong color. read more

When I originally signed my contract I asked the total cost of my monthly bill because I had a budget. I had been to many other phone providers had received quotes for the monthly totals. I was very clear to the sales person I needed the PAYMENT TOTAL. When I receive my first bill it was way over. I went back to the store talked to another sales person who apologized and told me there were taxes and fees the sales person should have told me about plus activation fees I was not informed about. He told me they would adjust my bill to make it what they quoted me. My next bill came and it was still off with no credit for the previous month. I went back to the store and this time asked for a manager. I must say I have never met a manager with such a lack of customer service. He was very dismissive. He made no apology for any misunderstanding and quite frankly could have cared less that he had a unhappy customer. As a matter of fact he made me feel as if I had disturbed him and was putting him out. I will be calling AT& T corporate office with the managers name to suggest they retrain him on how to deal with customers. I am sorry I did not go with another provider and now can not wait for my contract to be up because I will not be renewing with AT & T. read more