My experience started on March 11th when I came to this store to add my spouse to my phone plan. The reason for choosing this store (we live about 1.5hrs away) was because of a specific phone they had in stock. Over the 2.5hrs we were there Sheikaina happened to ask if I owned a business, and that they offered a business plan and it came with incentives/credits that would actually save me some money per month, so of course we set it up. We went through all the steps to transfer it and got the email it was completed so we were done, no complaints about her what so ever she was very polite and helpful. Over a month later on April 27th is when everything escalated, I had to make an insurance claim on my spouses phone and to my surprise it didnt show up on my ATT mobile app, trying to log in with her phone number it was asking for a pin that i didnt have so I went to the local store here to figure out what was going on. Apparently when my phone was supposed to be transferred to the new business plan it was setup to assume the billing responsibility for my consumer account (with my number on it) versus the business account (that was created with my spouses number on it), so on March 11th I left with "2" phone plans. The local store transferred my phone number to the "new" account and after leaving and returning to verify it had actually transferred began the process of trying to get credited back what i had paid for both plans. The totals of what ive paid so far is: Consumer plan, March 16th $131.48, Consumer plan, April 16th $131.48 and Business plan, April 17th $151.95. My quote for both phones, plan and insurance is a total of $163.74. Hoping that calling the store where this all began would help after being bounced back and forth between CSR's, i called and spoke with an ASM named Kevin, who was very polite and recommend calling the customer service loyalty department. I did, and after 1.5hrs of being on the phone with a very helpful man, and we spoke to another woman on conference call. The man informed me he could get me a $40.39 credit (which did not seem like enough) and the woman was finishing things on my plan when they both informed me that i had lost my trade in credit for my phone because it had been transferred to a different plan. After that phone call I called Kevin back because in store on March 11th i was informed that I would not lose my trade in credit. Unable to do anything over the phone he made an appointment for me the next day. I made the drive back to the store and spoke with Josh, another ASM, about calculating totals for what my credit back should actually be as well as him verifying that my trade in credit will either transfer, be input manually, or be a lump sum credit paid out. We also spoke about the possibility of compensation for the time that I spent between stores, driving back and forth and talking to customer service. He mentioned it would be the next week before anything comes of it because they have to sit down and figure it out. I received a voicemail from Josh on May 3rd, stating that they had come up with an additional $25.63 credit, with no mention of the other things we had talked about. I called back and left a voicemail but never heard anything back. On May 5th l received a customer service summary with $108.63 worth of partial month charges from my consumer plan. These charges are for the month of May apparently (for a closed account), because it was "transferred" the day the billing cycle ended (April 27th), and they are paid in advance. Spoke to Kevin again on May 5th and received a phone call from Josh on May 6th, who said from what he was told the trade in credits "should" transfer, the store doesnt have the resources to offer any compensation, and that the partial month charges just have to be paid and if i ever canceled my account then they will be credited back. Cancelling my service very well may come sooner than later, with that charge ill have paid a total of $131.65 more than i should have, and that is after the credits have been applied. read more

As an organization I think they need to truly work on customer service. They do not get it at any level. The store is trying to operate with only one person coming in at a time, but as a college student trying to buy a phone and the parent trying to pay for it, they may be adult sit in the car and God knows what my kid got. I think they do a much better job of trying to work with families. If they're very concerned with coronavirus, they should all get the vaccine. read more

Short staffed. Send someone to hook up the internet but they won't hook up the tv. Do not clearly explain the charges. Just like everyplace else. Wait, wait ,wait. Won't even send a tech to fix the problem. So sad! When a store has a one star rating it is time to replace the manager! A sports team would fire the coach with this kind of performance. read more

I had to come down hard on this store but I rate customer service a lot and I must admit; after going to many AT&T stores; I can't think of one as bad as this one! Customer service sucks. I'll blame company training! I waited patiently for over 15 minutes to get help when workers were obviously hanging around appearing to be doing nothing. I just stood and watched! Their knowledge was very minimal. The Supv tried to be helpful but she just basically left me hanging from a question I had; which was never answered. Everyone just going through the motions. If you don't know much about plans and how phones work; they weren't volunteering anything. New phone buyers; better take you a big list. I purchased a phone there Oct 4 as a replacement and they didn't tell me a lot of stuff that I am just finding out! I can't think of the white kid's name; Gary, Grant, or some started with a G. He meant well but either he was in over his head or being lazy. Sales take people who has the initiative and positively upbeat. To date; I have a fraudulent charge on my bill. Since I travel out of state a lot; I can't come to the store anytime soon. So now; I'm having trouble resolving this problem. I desperately need to speak with an experienced supervisor. So who want to right this wrong? It's easy to be critical of those that don't make the effort. Here is the chance to get this right and change people views. Either way; it will be handled! I'm still pissed... read more

Awful customer service. Employees are not helpful and don't really care about customers. How in the heck can you only have one iPhone charger and a slow one at that to do conversion for customer trade ins? 2 hours to do a phone swap and it still was not completed. I think 50% of the customers today walked out mad. Go to the store north of the river for good service. This one sucks read more

If you're going to visit this AT&T store and want to deal with a remarkably patient, very professional, and extremely knowledgeable sales representative, walk in and ask for Alvin. read more

Everyone in the store was pretty friendly. However, the salesman that we had was not very informative. He was nice but I asked questions and he kept telling me to calm down and relax( I guess that's a salesman's job). He answered most of my questions (some had to be asked a few times) but somehow I still got played. The reason I ask so many questions is to cover myself because I know most salesman are not very forth coming. Long story short we went to transfer our mobile service (3 lines) , he mentioned the tablets were 99 cents. I asked what the catch was he said " just pay 10 dollars a month for 1 gb, be sure not to go over that 1 gb!! use wifi". So we decided heck 99 cents can't beat that, we got 2. While my wife was signing I told her not to sign without reading what she signed. He says "oh it's just ......if it were important I would explain!". After finishing up business he says (for like the 3rd time) " now remember your 1st bill is going to be higher". So because we spoke of this already but he kept repeating it, I got nervous. Something told me to ask "is there an activation fee for the tablets also"? He says "of course", I say " why didn't you tell me this"? He says "I'm telling you now!!! I'm like "we'll now is too late everything is done why wouldn't you tell me this before now"? So bottom line is now I have to pay 90 dollars activation fee (plus activation fees for the 3 phones)and I was going to live with that until I found out that there is also a 2 year contract on each tablet!! He never mentioned that. So now I'm trying to return the tablet (customer service rep says I have 14 days with no early termination fee) and now there is a restocking fee!!! 45 dollars!!!! So either way I'm paying!!!!! I'm not happy about it because had I been fully informed I would have had an option whether to take 1, 2 or none. read more