I could not be in more disagreement with the 5 star reviews of this company and store. So my wife and I had to move our account from Verizon after 20 years just to get coverage at our very rural address. We went to the store and were helped by a great young lady who takes none of the blame for what happened except she made a mistake due to the assistant manager being on the job 1 day and the store manager stopping answering texts about what to do. We wanted to upgrade our phones due to the great trade in credits. My wife's went through without a hitch, but mine because it had to be "preordered" didn't get keyed right, (nobody working knew how to preorder on a trade in credit) and so we were told to come back tomorrow and it would get fixed. I went back and the manager said I can't repair the mistake, (even though it's admitted it's their mistake), let's call corporate and they can do it. Well corporate tells them "There is nobody in the company that can fix that mistake, sorry, they don't get to participate in the upgrade credits. Basically buy the whole phone (1799.00) or wait 90 days and then MAYBE they can upgrade and get phone credits, but if its over, too bad for them.....have a nice day and thanks for using AT&T!!!!" So lets get a run down: 1) I can't trade my phone in unless I pay 1799 and toss my 1 year old phone, getting nothing for it. 2) Or.....Pay 598 today, give them my phone, and then pay installments of 150 until I get to 1799 (and be without a phone till the preorder ships no idea when it will) again tossing my old phone. 3) Or, Wait 90 days and they will "review" my account for phone upgrades and decide if I have permission to upgrade my phone possibly without credits for my phone AGAIN. 4) But, in either case...had it been keyed right in the "flow" I would have gotten FULL 1000 credits for my old phone, plus an upgrade, plus an installment plan on $30 a month to finish the last 799. SO I leave and call AT&T myself since I am an Operations manager and a business consultant to see if I could get an answer. They told me exactly the above and said NO PERSON inside AT&T had the power to override or fix it.....all the way to VPs cant change this....its even beyond the SVP of Customer service. If the store makes a mistake, sorry customers, nobody can make it right or give credits. You can't even start over and do it right the second time......you are just stuck. Now I find that hard to believe as a senior operations manger and director of business development. In the 26 years I have been a leader I can tell you that there Is nothing that can't be corrected....until now with AT&T. A simple keystroke can't be erased or a do over given. (Man....hope you guys don't accidently hit the wrong key and shut down the network and the TOC or NOC......never get it to come back on and you guys will have to hang out they for rent sign.) Anyway, I told them I would post a bad review and do EVERYTHING in my power and tell ANYONE who will listen to try and cost them more than the 598 credit they can't give me (or at least just let me start over and get the upgrade credits), and, I will make sure that I send emails to EVERYONE I work with, (it's a fortune 5 company, not 500, 5) and everyone who comes to me for business development to NOT under ANY circumstances us AT&T. They said basically I have a right to do that, but they still wont help. Ok by me but if I can cost them 5000 in new revenue, (not much), but still enough to make my point of their stupidity in not keeping the customer promise valid. And too the young lady that helped me, I am not mad at you, you are not at fault keep it up and get that boy into college! read more

I could not be in more agreement with the 5 star reviews of this store and have left one myself in the past. UNTIL TODAY! I have always received excellent service at this store. UNTIL TODAY! It's why I have shopped there exclusively of any other AT&T store either in Shawnee or the metro area. UNTIL TODAY!!!!! I purchased a screen protector for my new I-Phone when I bought it a short while back. I knew the price of the same screen protector 'online' was MUCH MUCH LESS, but paid the huge up-charge of $40 for "THE FREE REPLACEMENT GUARANTEE". I go in today to get the screen protector replaced and was told it would be $8.00 NOT FREE as I was guaranteed (& at a higher price than I can buy the same protector on-line). It gets made worse by the store manager. The store manager, she called it HER STORE, refused to make it right. Insisting she couldn't. What store does that and stays in business very long. her explanation was they made a mistake and it had cost the store money, but she apologized and asked me why that wasn't enough. She said "it is only $8.00". The truth here in her own words is that if it was $1 or $1,100, even if it was the store's mistake as she clearly admitted to, OT WOULDN'T"T MATTER, the customer would have to pay and an apology is all you will get. So I double checked..... I asked what she, in her store, could offer me to make up for the added cost to me for free either in goods or services. Her reply there is nothing I can do. Anyone in retail knows that is NOT true! So besides being cheated out of $40 I have now been lied to by this store. I explained to her that it wouldn't matter if it was $1 or $1,000 it's just not right. She was upset with ME because I was not happy with an apology. She even made the statement to me that people make mistakes, and I whole heartedly agree and am more than happy to forgive, but this was a contractual, verifiable business transaction that they were fully aware that they were at fault and yet not unable, but UNWILLING to make it right. An apology is not the same as making amends and in retail and in life there are times when the situation like this one that Requires making amends. Businesses, good businesses, know this and work on that ethical principal. It is truly unfortunate that this AT&T store did not abide by those ethics today and it is the sole cause forcing me to leave this review, I take no joy in it but wrong is wrong and it is never ok to be wrong and not try to make it right. She was right in one thing no one is perfect, we all make mistakes, but in a case where there is a contractual and moral obligation to make it right and the company/store refuses to do so....that cannot go with out comment. NOTE: This store is the ONLY reason I stayed with AT&T and now that that trust is broken and I have no binding agreement with AT&T I WILL be looking for another service provider. Loyalty, Integrity, Honesty and Trust clearly mean nothing to AT&T. read more

Has anyone ever had any issues with fraud from the manager at the att store @ the shawnee, Ok mall location?? Seems that I have and cannot seem to get any help!!! The "Manager Kathy W." seems to be involved in a lot of shady things in my opinion bc I know of three diff peoples accounts being hacked into, numbers being ported out without permission, account changes being done after hours and yet again without the permission of the original account holder present!! Idk seems to me someone is trying to pull off commission fraud and hijacking peoples accounts, sims and numbers while still in service to steal verification codes to social media and more personal accounts and disables peoples service right after purchase then plays as if she doesn't know what's going on or avoids you like you have the plague so she jets to the back. Puts restrictions on the inbound and outbound calls and texts and blocks through the active armor app everyone in and out. She allows and takes phones for trade in that evidently wasn't allowed and gives the trade in credit to other accounts and even makes you pay more I'm sure to pocket the money and replaces the expensive phone with crap cheap a** phones that they haven't sold in two years that were told by another store location isn't worth a dollar nor can it be traded in, changes numbers from prepaid to postpaid after porting and/or provisioning their numbers, including numbers for the last 5 years or more plus and adds them to other people's accounts again without permission and then proceeds to give out phones that are mdm'd and gives their numbers to other people she knows personally and even switches peoples devices from carrier to carrier without yet again their knowledge or without the other people's permission on the account it was switched to and changes account PIN numbers and deactivates their whole accounts after switching the accounts out of the original account holders name into another's name to where they cannot get any information bc they are "no longer the account holder" or they " don't have authorization on the accounts" , after having my numbers disabled or deactivated over 200 effing times in just 2 years AND JUST AS MANY EMAILS, let's not forget all the blocked domains, social medias, and all of my $5000 in devices that have all been disabled to where I cannot use any apps or internet, Bluetooth, Wi-Fi, hotspot, send texts, emails or make calls or even google anything bc everything's been blocked to prevent me from sending out proof that she's involved..... I finally got to the bottom of what was being done and trust me I intend to make huuuuge strides to have this criminal near you held accountable for her actions and MY BREACH OF PRIVACY AND MENTAL STRESS OF WHATS BEEN ENDURED!!! My basic human rights have been taken and I feel so violated and all the others involved don't think for one second I don't know about you bc I assure you I do!!! I will be filing a huge lawsuit!! The thing is when you have multiple account holders and all the same issues and the same manager is on every transaction someone has to take the fall!! Make dumb decisions expect to pay for the crime!!! I mean who else is changing dates, times, calls, visits, even receipts after hours?? Has anyone else have any of these issues or is it just us?? Let's not forget the devices charged under our accounts that we didn't get or approve yet got the bill charged to our accounts after somehow taking our upgrades for those devices and cheating us out of ours!! I'm one peeved off customer and done keeping my mouth shut about the "SHAWMPTON SCHEMES" how many others have been through any of this ?? or are we the only targeted customers? I mean I'm even told by law enforcement softwares been embedded into my devices to track and record mine and my child's every move through the camera and speakers...how many other victims has this happened to?? Personal vendetta? Not with me idk her so was she paid to target us or does she just do this on the regular?? We've reported this to local law enforcement and I'm coming so hard for those involved they'll be naming vibrators after me !!! Just how many victims?? Hmmmm we shall find out very soon!!!! read more