The manager Juan was extremely helpful and knowledgeable. Our new phone lines were up and running very quickly.

Jerremy was super helpful, polite and a true gentleman. Went in today to transfer service from Verizon to AT&T and he made the transfer very easy. One of the politest humans we've ever met in business. He said thank you and you're welcome about 50 times in the hour we were there. Great attitude. Very well informed. Thanks for your help!! read more

I am usually very lenient with these yelp reviews but my experience today at a this specific AT&T was utterly disgusting. The worker that was present in the store was dead eyed and bland. Zero enthusiasm what so ever. Next I want to address the prices I went in for 2 phone cases and that rung me up a Subtle 95$. The case I received was not even for the right phone even though it stated it was on the packaging. This caused us to have to go all the way back to get another phone case. The second phone case I received fir my phone but I physically could not turn it off with the power button when the case was on. It frustrates me so much that other people have to deal with these dead eyed lazy workers and crappy products that cost a fortune every single day. Again I usually don't right these reviews but felt the need to today. My overall opinion I will never be coming back and I advise the same for you. read more

Went to the store in the morning to upgrade my phone. Was told the transfer would take 90 minutes plus. I stated I would try to come back in the afternoon. I arrive at the store at 2:25pm to a sign stating "Closed 2:30-3:30, see Milford location" read more

AT&T Store - Mobile Phones Near Me - Franklin, Massachusetts

I have been going to this store to upgrade my family's phones for many years because it's the only one near us. I have never had a good experience. Today I took my grandparents who needed to upgrade their cell phones. We were not greeted by the man working when we came in, we had to ask if he was the only one working and he gave a short rude response. A few minutes a manager (seemed to be) came out and asked what he could help us with. When we said we'd like to upgrade, he told us the other man can help us when he was done with another customer. Then the manager went to also go help the other customer. We were left for more than 10 minutes waiting around. My grandfather, who was wearing his Vietnam Veteran hat, couldn't stand this long waiting around so we left. Very disappointed with the service we always receive at this location and we will not be coming back. read more

Very helpful staff! I highly recommend this store. Thank you Kailey for helping me with my device.

Super nice staff here. Everyone was friendly and welcoming. We were in and out quickly and efficiently. Highly recommend!

My experience at this store was by far one of the best and it is all due to having such amazing customer experience by the associate, Feliza. She was welcoming from the moment my husband and I entered the store. I was replacing a phone to an upgrade and she really took the time to explain my options and what would best fit my needs including finding the perfect protector case for it. She was personable, knowledgeable and very easy to work with. There should be more people like her in customer service as she was top notch. For those who had bad experiences according to some negative reviews here , I would suggest going to Feliza next time for great service. My husband and I were very pleased. read more

If there was a way to leave negative stars, I would. I went into the store to trade in my old iPhone. The new phone I wanted wasn't in sock in store, so they mailed it to me. When I opened the phone and powered it on, a red line immediately appeared vertically on my screen. I called the store and they told me apple would replace the phone. After going to apple, they told me they can't replace it because it was sold to me by AT&T. I then returned to the Franklin AT&T store and they told me they weren't able to give me a new phone. The employee proceeded to tell us he wouldn't be able to help us in general and "didn't want his food to get cold" because he was on break. This is the same employee who sold us the phone. Not to mention he had an Airpod in the entire time he was making the sale. Overall, they sent me a defective phone and proceeded sent me off the call customer service because they're incapable of doing anything. read more

The employees in this store just blew my mind with their service. They were patient, helpful and professional. I thought for years that their sign ws just for the store next to them. I was offered ways to save money, they helped me make selections and showed me how to use them. I can't even tell you what a difference this made to my experience. I have delayed getting a new phone, or have gone to big box stores rather than deal with AT&T corporate stores again. read more

My husband fell off of a boat yesterday. His iPhone was DONE. It would still turn on but would not charge. Our usual store we go to in Milford was closed. So Franklin it was. From the minute we stepped in we were treated like real people. We had Andrew helping us. He was AWESOME! Knew what he was talking about and explained everything to us. Long story short, Andrew had to wipe the phone clean and restart it, which normally would lose everything.....not today son!! He had EVERYTHING back on the phone including pictures from our wedding and of his late mom.....and also suggested "the cloud"! Lol I will be going to Franklin for any phone needs from now on. Thanks again Andrew. read more

Not great service at all. The employees are not willing to help you in the least bit. They want to get you in and out of the store as fast as possible. In the past I Have had to wait over a half hour for help too. When asking questions they make you feel dumb for not knowing and give you short answers. (Makes me the most mad!) Worth traveling a few towns over to avoid the terrible service. read more

AT&T Has the worst service in the world. My son and I waited 1hr and 45 mins thankfully someone said best buy dose the same things as AT&T so Kudos to Bestbuy read more

I bought an iphone 8 and was so excited until we noticed they tried to charge us for insurance and an upgrade fee even though I indicated I did not want insurance. Have also been a customer of AT&T for over 10 years and was definitely eligible for an upgrade without a fee. I specifically remember the customer service representative being kind/courteous but now realize it was his way to add sneaky charges without us questioning it. Will not return. read more

I had an upgrade and wanted a new phone. I upgraded, and asked 3 times while I was there what the total price would be, because I knew it was supposed to be about $60 a month for this phone. I thought I would be paying only $60 a month, and I asked the man working there. He mentioned that it seemed low but assured me that was the amount I'd be paying monthly. I don't understand why he didn't just look it up on the computer and tell me the truth, but the bill ended up being about $85 monthly. I'm not quite sure how to get out of it because it's making me pay for the phone in monthly installments. I haven't looked into how to get out of that and just switch out from at and t yet, but I want to look into it. Bottom line: He lied to me. Don't lie to your customers. I will not be going back. I will be switching from at and t to a different provider very soon. read more

I had the absolute WORST experience at this store. The employee named Brandon was sneaky and tried to rip us off. I came back I. TWO TIMES after buying new phones because there were so many issues with the cellular lines and new mystery fees added onto my account. I now drive 30 minutes from my house to go to another ATT store because of the terrible costumer service from the one in Franklin. read more

I saw this rating of 2 stars and now I know why. I would avoid this store at all costs. In fact, I would avoid AT&T in general solely based on the horrible customer service that I received at this store. I've had bad customer service experiences in my life. But never like the customer service I dealt with here. I brought my iPhone 8 to the store because it was broken the second that I opened the box. It was 9:00 at night and the store was obviously closed. The next day when I woke up after working an overnight shift I went straight to the store to be greeted by an employee who didn't know his ass from his elbow. Could barely even figure out what the issue was and brought over his manager. I thought I would be able to explain to the person who is supposedly in charge what the issue was. I explained to him that I paid almost a grand for this defective iPhone and that I needed an exchange. I figured being a paying customer for nearly a decade I would be helped. Boy was I wrong. The manager became rude and arrogant. He had a pompous attitude and had a big grin on his face and said "yeah there's nothing we can do" and began to laugh. The phone wasn't even activated and he told me that there was nothing he could do. I understandably became upset because I paid upwards of 1,000 dollars for this phone. Probably paying his salary for the next month.. and he became confrontational with me while I was ventilating my concerns to him. How unprofessional is that? That's the problem when you have children who are uneducated running a place like this. This guy shouldn't be working with the public nevermind be managing a store. Shame on AT&T for letting this joker run the place. If you scroll down on this page you'll see him leave a review of the place saying how great of service this place is. Probably trying to rebound all the negative truthful reviews surrounding this business. I've contacted his manager as well as AT&T and reporting his unprofessional and hostile behavior. It may also serve him right to know that AT&T in fact DOES have a 14 day return policy that he clearly didn't follow. I wasted my time even walking in this store and would recommend that anyone else who needs help does the same. This is the definition of poor customer service. I will never go back and I'll stand by my word and tell everyone I know not to return to this store run by some bafoon. Maybe yelp should take a look into his review too considering he's reviewing his own store. This guy should be out of a Job for how he acted towards a customer. An unprofessional bully who clearly doesn't know his own company's policy or is too lazy to do his job. Either way there's no place for that in a business like this. read more

Pay no attention to the ratings below. The reason why the wait can sometimes be long is because the service is excellent, and the employees (specifically, Andrew, Stephanie and Khan) go out of the way to make sure each customer is 110% satisfied. The degree of technical know-how, along with the "bedside manner" cannot be matched. If you don't have the patience to wait, simply call to schedule an appointment and you can skip the line! Thank you to everyone in this store for your ongoing help, patience, and friendliness! You guys rock, Jon read more

The worse possible customer service experience one could ask for. Waited for 10 minutes before anyone would ask to "sign me in" and then proceeded to wait for another half an hour watching employees standing around Dong nothing. How do they stay in business??! The product sells itself and they could care less to provide service to keep customers coming back. Unbelievable. read more

Terrible Customer Service - The employees there are unfriendly and clearly have limited social skills. The Managers attitude leaves much to be desired, he is unfriendly and is clearly setting the example for his employees to follow. Based on my experience there, your better off finding a store with better trained management and competent staff. Go to Verizon or another AT&T store, or go have this experience for yourself, I'm confident you will feel as I do after 5 minutes in this store or any interaction with the staff. read more

Avoid this store, go literally anywhere else. Product is good but employees are useless. No wonder they get minimum wage.

Horrible customer service...I called today to ask about a return of an unused headset that I was given for Christmas. I was told that I was "outside" of the return policy and there is nothing that would do. When I asked the young woman who answered the phone what I am supposed to do with a headset that I cannot use she said "it is yours to use" and that they would not do anything, Mind you there is no policy on the front of the receipt and is located on the back in small writing. I use Verizon for my cell service and have often thought to explore ATT but not with that kind of service. We all know that there are policies but to maintain a good level of service you treat your customers with respect and make an exception if needed. It is January 12th, returning very current merchandise. read more

Honestly if I could give this place less than one star I would. Literally everything I have been to this place they have made my life as difficult as possible and I always leave feeling like I got screwed. But my most recent trip to the Franklin AT&T store was especially frustrating. I first came in with a broken galaxy s7. At first I thought one of the employees was helping another customer so I looked around for about 2 minutes until I realized that they were both employees just chit chatting with eachother... I then walk up to them and ask if I can get some help. I explain my broken phone and ask if there is anyway that they can tell me if my phone is under warranty. One gentleman replies with "there's nothing we can do until we have the account holder present with their i.d." I explain to him that the account holder was my mother and she had given me her pin number and permission for me to do whatever I please as it would be me paying for the insurance on the phone. No luck with the two gentleman. So I have to have my mother, who suffers from fibromyalgia and severe back pain, drive 20 minutes out of her way just for them to tell us that I could have just looked it up online the whole time. Oh I'm sorry it took a room full of employees to tell us this. Honestly was disgusted at the customer service. This compiled with the many other experiences I've had with this location are making me reconsider switching phone providers. Don't recommend read more