This is so called franchise store. I felt like I was in Times Square back in the 80's. He has to go in the backroom to call the loyalty depth, shady. Then he had to jump in his own car, to go to a warehouse, to pick up my phone. read more

My 7 month old phone had a product defect and they were not helpful. I went in on 10/1/23 and there were 3 sales people sitting around. I asked if I could exchange my phone a which was still in warranty and they said they don't take phones and directed me to file a claim. They were very rude and I question why I need to pay a $250 deductible for a phone with a product defect. read more

1 person working on a saturday, have been waiting over 2 hours, no system to check in and come back later, absolutely the worst run at&t

Go elsewhere or you'll be waiting an hour for basic help. They only have one employee on the floor to help customers. I was just trying to submit the trade in phone from my previous purchase of a new phone. He told me he was the only one there, but I could clearly hear other people in the back. When I asked about talking to someone else he got hostile and said he didn't have time to deal with my crap today so he would just stop and take care of me right quick. Incredibly rude and disrespectful. Then he threw the receipt at me. Great customer service (NOT!). read more

Brian Johnson was amazing today. Took his time with my 80 year old mother and me, added her successfully to our family plan, helped her pick out a phone and showed her how to use it. He was patient, friendly, knowledgeable and professional. Thanks Brian! read more

Correction on last review. Drew unfortunately made our account 4x higher than what it was supposed to be turns out he added a 4 package line to each of our lines. Called AT&T support and they said they have to create a case. Most crooked transaction ever. Will continue to fight for our money back as this wrong. AT&T better make this right. Update I am now being told by att loyalty team that I have to go back into the store and have them fix it? Need someone to contact me because this is unreal. read more

I have to admit, I hate going into these stores. Typically you encounter high pressure sales and it's increasingly difficult to get out without buying something. Not here. I had a plan through work that they paid for and when they decided not to cover me anymore, they released the # and the phone to me for personal use. I didn't know how complicated this would be, but I only had a few weeks to get it done. I went in with my two young boys and was immediately greeted by one of their associates. I believe his name was Bryan. I immediately unloaded the details of what was going on, expecting a long and complicated process... NOPE! He took out his tablet, looked up the phone number, and gave me my options. When I decided what I wanted, he took us over to a table, we sat down and went over the details. At no time did I feel pressured to buy anything. He gave me the pros and cons of each plan, what my options would be later if I wanted to add a line, and even gave my boys a little attention before they zoned out on Star Wars in the back of the room. Within 30 minutes, I was out the door with an affordable plan, and the phone I brought in. I could not have been happier with the experience! Be sure to ask for Bryan! He's great! read more

I went to an AT&T store in Northborough MA. I purchased a phone for my son. He wanted a color that the store didn't have. We asked to have the phone shipped to the store. The customer service rep did not want to put the order in and tried to convince us to buy another phone we clearly did not want. The rep said the phone would be delivered to the store 6pm same day. She lied. I just want the correct info i don't mind waiting. I'm really disappointed because I cancelled plans because the rep told me the phone would be delivered same day. Very disappointing that I can't even get the correct information. I will be changing vendors. read more

First off let me say I hate dealing with my phone when it comes to upgrading/renewal. In the past I have always been swindled in my opinion of my money with useless screen protectors, protection plans and such. I have always assumed the men and women who work at these places/booths are "Hawks" who are just looking to make "commission" and up their quarterly numbers and NOT help the customer. As a family unit we have been with AT&T when it was Cingular so its not like we don't like them, in the past I just feel like "that guy" is snickering cause he made a couple bucks off me and I just signed up for 35.00 more then I wanted to. HOWEVER with that said, I must say the service, the respect and acknowledgement I received (we received in the end I went with my father whom is Account Holder) from Sales Consultant JOHN KAUNE was unprecedented. He was endlessly patient, polite, understanding of my/our concerns and I NEVER felt pressured once. I never got the sense he was frustrated I said no to his "NEXT" deal or that I had decided not to buy into his Samsung Watch deal ( I purchased a Galaxy Note 3 LOVE IT) He presented himself professional at every point and even made good jokes with his co-workers that made me feel at ease. I definitely recommend folks to visit this location and ask for John at least (Though the other gentlemen were friendly and polite too) I want to point out that these men and women ARE WORKING off of what AT&T sets and it isn't always there fault if something faulty happens or a plan doesn't go accordingly. I tried to log on to www.at&t.com to send Corporate a heads up that it has amazing staff at this location but couldn't find a link so at the very least I will place my appreciation and promise to continue business here on YELP! Just a Awesome night. read more

Time to upgrade my phone, so stopped in and was greeted by very friendly salesman. I explained what I was looking for and he took the time to discuss my options and pricing. Great customer service and did not feel rushed throughout the process. Ended up buying a new phone and I am very happy with the whole experience. read more

This location is terrible and scummy. The Assistant Manager, Kathy/Kathleen, at this location set up service for 2 phones that I purchased that day along with transferring other accounts over from my old service. One of the phones that I explicitly told her that I wanted to purchase was a Space Grey iPhone XR for myself. As she went and grabbed the phone to set up service, I did not think nothing of it, but I should of suspected her when she placed my iPhone back in the box. I took the boxed phone home and found a black iPhone. Afterwards, I came back to return the phone and her rebuttal was that 'space grey' was black and still had to deal with the restocking fee. read more

Great service the whole staff were very professional. I changed my service from t-mobile to at&t great coverage great deal. Thank you for takng care of me and provided me all the right product and service read more

Best customer service. I set up an appointment at the store for an unusual issue with a family member's service and they were able to walk me through the steps and resolve the issue. Their professionalism, efficiency and kindness were greatly appreciated. When my current plan with another carrier ends, I will definitely be giving my business to the Northborough store. read more

Well staffed. Well informed. Good customer service . Answered all my questions about my service with patience. Good inventory of phones and accessories. Tons of parking, very convenient. read more

I had a serious charging problem with my phone and brought in to see what we could do. There was some kind of magic in the air, and Constance and colleagues brought on a miracle cure and provided a backup program for my second, older, phone. Frankly, every time I feel a need to go there I get really helpful service. Note I am a difficult case and so this is extraordinary. It is one reason I keep my AT&T service though our home provider is Verizon, which I might add, makes it hard to get good customer service. read more

Very poor customer service. They just fool the customers with incorrect information. I ordered a new mobile though them and went to return it without opening it. As per At&T, I should get 100% refund for apple products, but he lied to me and charged $35 restocking fees. Also he was threatening me that At&T will not alllow the customers to cancel the service before 4 months of active service. Thats also not true. As long as you pay the ETF, you can cancel it anytime after a month. Later I called the At&t customer service and got my refund. The at&t customer service rep clearly told me that I should not be charged any restocking fees for the iPhone. I hope the store manager read this and educate him to provide good customer service. read more

Great resolution to a nagging billing issue triggered by the Northborough phone store. In December of 2013 I exercised the valid option to upgrade an AT&T phone line as a Christmas gift for my wife. The Northborough, MA AT&T store performed the upgrade and set the new phone up on an additional number on my plan to maintain service on her old phone until she received the new phone so it would be a surprise. This turned out to be a tangled mess that took me over a year to resolve. Enter AT&T Corporate! Problem solved in ONE DAY with appropriate credit issued for the unused extra phone line that I had not been able to close with the store or assistance at the AT&T 800- number. Thanks AT&T, you continue to earn my business. read more