AT&T Store

I can not leave less than 1 star.

Unfortunately, the staff at this location provided me with the worst customer service story of my entire life. If the events would have happened to someone else it would be ridiculously funny, however, the reality has turned into a complete mess. I worked for 2 hours with one of the CSRs to come to an agreement to switch carriers to AT&T and buy two new phones. The terms were discussed and my wife’s number was transferred to a new phone. Three charges were made to a debit card of mine with no signature or paperwork. Then after 2+ more hours of “setup” the CSR came and said that the numbers had changed and that they needed another $500 more than what was agreed upon. I let them know that that was not what was discussed, and that I was not agreeing to that. The CSR with the “manager” over his shoulder said that it was contingent on credit. I showed them both that my credit was 775 and my wife’s was 802 with the credit bureaus and I had not consented to any credit checks hard or soft. They then said they would refund the purchases AFTER changing my wife’s number to AT&T. I told them that they would need to return service to my wife’s Verizon phone. The “manager” said that we would have to go to Verizon for that.
After going to Verizon they informed us that service couldn’t be restored until AT&T released the number. AT&T manager told us to call their customer service line. The AT&T customer service said there was no line or account to release. Went back to the AT&T store. The manager would not help to resolve the issue. After 2.25hrs on the phone with AT&T escalation, the account WAS created and dispositioned as a Business account wrongfully. Turns out that business lines cannot be transferred for 3 business days. The Escalation Team there communicated that if it was a personal line, it could be transferred. After admitting that there was no paper work, no business number, no business name (other than my wife’s name), and there had never been any calls made or received in the 2 hours lifespan of the number. The AT&T call center apologized for the nightmare experience and gave up.
Seven hours, a dozen phone calls and $200+ in fees and a promise from the completely unhelpful “manager” to charge a $50 restocking fee, and the only thing that was accomplished was killing service to my wife’s phone and losing her number. When I asked to make a complaint, the “manager” told us to call the same customer service line. When I clarified that I wanted to speak to the General Manager of the store, the “manager” stated, “we don’t do that.” I requested a card for the GM and her name and she just stared at the floor and said, “no.” You really cant make this stuff up. At no time was there ever an apology. No “Sorry, but we messed up the terms.” No “Sorry we messed up your phone and service.” Wow. I can’t say one way or another about AT&T as a carrier, but I would wouldn’t go in this store until well after significant changes are made.

Katelyn was very helpful. Got everything done we needed. Thanks again

The rep we talked to, Sergio, was knowledgeable, patient, and quick. We had worked with a different one previously who gave us erroneous information about how expensive the plans would be. Sergio is one of the knowledgeable reps, and if we go back, we'll keep a lookout for him.

Getting a new phone was pretty straightforward, aside from how (unnecessarily) complicated the plans can be. Our appt. time was followed fairly closely.

Don't buy protective cases or accessories in store, though. I paid $45 for a slim, cheap piece of plastic that did not protect my phone well.

I had to come back today for more help. Ross was amazing and so patient with me to help answer ALL my questions. If you have to come to this store I highly recommend you ask for ROSS. He was training Bobby and Bobby also did an amazing job. Thank you Ross for all your help.

Ross was amazing and made my transfer from another carrier as painless as could be. If I knew it would be that easy, I would have made the change much sooner. Amazing service!

We worked with Rich and he did an exceptional job! He is very friendly and informative. He worked very hard at making sure we were happy and taken care of today! People like Rich are the reason we stay with AT&T. We will make sure to tell those we know to ask for him at this location. Thank you Michelle Williams