I have left ATT because of my experience at this store. YOU MUST READ THIS BEFORE STEPPING FOOT IN THIS STORE. The staff is all smiles when they are selling you something, so beware that this is clue #1. I needed a new phone and went there on August 5. I told them I didn't want to get it that day because I was leaving for a trip. The salesperson, Dartagnan, told me "no worries, nothing starts until you come and pick up your phone. You have two weeks from when you pick it up to try it out." I also needed to revise my plan to be on an unlimited plan in order to take advantage of the special phone deal. So, my plan was revised and I was promised that the bill would be lowered to $130./month (I was now paying $138./month). Great!! Til I got home from my trip and was greeted with a $344. monthly bill! Anything under the sun that I could be charged for was on that bill - this insurance, this fee, that fee - all things I did not want. I have since found out that ATT salespeople PURPOSELY add on all these extras and leave the customer to fight with ATT over the phone to remove them. I spent about 20 hours on the phone to get this straightened out. No luck! I was only able to get it down to $279. That was it! I was within 2 weeks timeframe of when I picked up the phone so I went back to the store, waited an hour and tried to return it. She pointed out a small notice at the cash register that stated there was a restocking fee. No one ever pointed this out. By now I was steamed. The Saleswoman went ahead and erased everything on my phone and proceeded to do the return. Suddenly, at the end, she says "Oh, you bought this on August 5, we can't return it, it is over 2 weeks." I reminded her that I had asked the salesperson, Dartagnan several times about when all charges, etc. start and that he said that these start when I pick up the phone. A Lie! They started immediately on August 5 when they ran the charge for the tax on the phone. She would not return it and practically threw us out of the store. I was a bit outraged. I am reporting them also to the FCC, for whatever good that does. To summarize, DO NOT enter this store if you are: 1. Going to get a phone on a promotion 2. Need to revise your bill in any way I lost my nice $138./month grandfathered bill because of these dishonest people. LEARN FROM MY COSTLY MISTAKE. You will definitely be taken advantage of and be left to fight out the problem with ATT's phone service in India. DON'T SAY YOU WEREN'T WARNED, BECAUSE I AM WARNING YOU NOW - ONLY DEAL WITH A TRUE ATT STORE. THEY ARE IN HARVARD SQUARE AND IN CAMBRIDGE GALLERIA. PS - I went to T-Mobile and have gotten a way better deal, better phone service and was not lied to. read more

Um, NO. On 11/11, I ordered and paid for a new iPhone here. I was told "2 business days" for receipt of my new phone. The people in the store were really nice while we were ordering our phones. Today is 11/26, and not only do I not have a phone, I have heard nothing from AT&T or from these guys. Very very disappointing and we are paying for a new service that I can't enjoy because I don't have my phone. Argh. Beware of the "2 business days" lie, especially if you are on a time limit, as I was. read more

Normally, I wouldn't care to post about this kinda stuff but it was that good of an experience that hey, why not. Today at the Waltham Plaza AT&T, all 3 employees were amazing! I had such a good time paying my phone bill today... and that sounds funny but true. Thanks, you guys are AWESOME. read more

There is a 15% restocking fee for returning items even if they are unopened. I purchased a charger and returned it unopened the same day and was charged the 15% fee. I felt that this was completely unfair and the store manager would not waive the fee, but I spoke to corporate and they were able to make things right. I have since updated my review to reflect the effort put forth by the company to strive for a better customer experience. read more

Great service and great products. I used to go to the corporate store on the other side of town. People are friendlier on main st. Ask for Miguel when you go in! read more

We ended up at this store twice - once to switch over from Verizon to AT&T, and once to activate a new phone. Both times we were helped by the same friendly guy - Quinn. We couldn't get everything done which we wanted to at the store due to how the account was set up, but Quinn help us through everything that could be done - installing the sim card, setting up the phone for the new service etc. When we replaced the phone with a new one a couple weeks later, he helped us install the new SIM card. All of this was free of charge, without any push to buy accessories, upgrade plans, etc. I love AT&T. -david read more

Any place can have good customer service when things go right, the test is how do they treat their customers when things go wrong. The short version of this review is that The Wireless Experience on Main Street in Waltham was jaw dropping terrible. The first thing, and the main lesson I took from this is that you shouldn't think of them as AT&T, they are an authorized retailer. They have the sign on their store and they wear the AT&T shirts but that is where the resemblance ends. This is what happened... this is not an opinion, my opinion is in the rating, this is just my Wireless Experience. I bought a very high end smartphone from them on the afternoon of day one. Everything seemed to go fine with the setup and I walked out with a shiny new phone. I spent the evening loading up apps and contacts etc. It wasn't until early the next morning that I noticed that I didn't have any cell service. Not that I had no bars, I had the circle with the slash through it. No network at all. So when The Wireless Experience store opened I called them to see if they could re enable the SIM card or something. The guy (who was the same guy I had bought the phone from the afternoon before) suggested I reseat the SIM card and reset the network settings and if that didn't work come back to the store. It didn't fix the problem. So I go back to the store with my phone and they try another SIM card but it still doesn't work. I am informed that the phone is indeed broken and won't work and that I need to take it to Samsung for a warranty replacement! WHAT?!? The Wireless Experience sells me a broken phone and I need to go to Samsung? So my choices of what I can do with my new $700+ phone is get a repaired or refurbished warranty replacement, or since it's less than 14 days (actually less than 24 hours) I can return the phone to them for just a $35 restocking fee! So I head home and this is not sitting well with me, so I decide to call AT&T customer service to see if this terrible situation is really their policy. The customer service person I talk to is astonished (jaw dropping) that The Wireless Experience won't just take the broken phone back. She has me hang on the phone while she calls them to see if this is really what they're trying to pull off. I don't know anything about the call from AT&T customer service to The Wireless Experience but when she returns to me she has been assured and assures me that they will take the phone back and waive the restocking fee. I head right back to the store with the phone and all the unopened accessories. When I get to the The Wireless Experience it appears that the AT&T customer service rep has been misinformed. They take my new broken phone and say they think they might be able to fix it. I'm thinking that I would rather have my money back than a 'fixed' brand new phone. But it turns out that the phone is unfixable so I should get my money back right? Nope... when patching up my new phone doesn't work they tell me that I can't just return the phone because they found another one for me and I can drive to Wayland to get it. Really?! At this point I'm getting a little concerned about what I got myself into. I tell them I would prefer to just return the broken phone they sold me. The manager comes out and introduces himself and is explaining to me how hard it's going to be to find another one of these phones. He tells me I can call around while I'm driving to Wayland and see for myself. And because I have the option of driving elsewhere to get another phone if I insist on returning the broken phone they sold me I will be charged a restocking fee despite assurances that I wouldn't. I tell them I would prefer to return the broken phone, please... Now the manager assures me he could have the phone here in a day. But I'm getting suspicious of their assurances so I chalk this up to one of those life lessons that you have to pay for. I return the broken phone and get charged $35 for the privilege. The sad thing is that there is a real AT&T store in town. I could have just driven over to Winter Street in Waltham to a corporate store where this story would have ended differently. So I've paid $35 for this lesson that I'm sharing with everyone. I decided not to take the eventual offer of a replacement phone because, frankly, I was worried about continuing to fight with The Wireless Experience about basic customer service. They sold me a broken phone... it was broken out of the box... their reaction should have been OMG, we're sorry, let us make it right. read more

Note: This is not a corporate AT&T store, and so they have very limited capability. They could not help me start a new plan when carrying over my existing phone number. Best to go to a real AT&T store nearby to get useful service. read more

Upgraded my phone and returned it with in the 14 day grace period (because it would no longer charge) and the employee couldn't figure out how to do the return. Called AT&T corporate while in store and they tried to walk the employee through it. He couldn't do it so AT&T refunded my account but employee was dismissive that it was actually an issue. Checked a month later and my account was still being charged for the phone despite the fact I no longer even owned the phone. Called AT&T again and they said I had to go into the store. Of course, the guy (Jordan) working there was the same guy who couldn't do the return. Had to call AT&T corporate while in the store and they tried to walk him through it AGAIN. He couldn't do it. Now, if he had correctly processed my return in the first place I wouldn't have had to come back. The store closes at 8 but I arrived at 7:15 and was still on the phone with corporate after 45 minutes. However, the employee couldn't wait 5 minutes for me to confirm that no additional information was needed. Instead he yelled and told me I needed to leave because he needed to leave. Admittedly I was there 5 minutes passed closing but I asked him to call his manager until the nice AT&T lady on the phone took me off hold. Now possibly some of the issues is because this is an "authorized retailer" and not an actual AT and T store, however this store in particular is horrible! I left and hopefully will never return again. I really hope you don't waste your time. These employees make commission off every purchase yet this employee wasn't worth the dust he stood on. I sincerely hope the manager reads this and reacts appropriately or even calls me. read more

This store has horrible customer service. Joseph the store manager is passive aggressive with no concept of customer service. You can literally spend hundreds and hundreds of dollars on iPhones in their store but the minute they do something wrong they should own up to, the customer service is zero. I bought a glass screen protector 5 months ago. The store employee took it off the shelf and put it in a bag for me. I took it home and never had a reason to open it until 5 months later. When I finally opened it, I realized the box had already been opened and was taped shut. When I took the screen protector out, I realized that it had been used and was dusty. I went back to the store to tell them they had sold me a used screen protector and I needed to exchange it. They store manager kept telling me their policy is not to sell used screen protectors. Sneaky way of telling your costumer she is lying! He kept giving the company line that I had 14 days to return the screen protector and refused to admit they shouldn't have sold me a used one to begin with! Not taking my money to this store or manager ever again. read more