AT&T Store

These guys were great! Excellent customer service. Great store

I’ve been an AT&T customer since 2010. Over the last few years I’ve had nothing but issues. When you go into the store they tell you to go online for any billing questions. I’ve spent hours trying to work with customer service. The app doesn’t always work and often causes even more of a headache. When I call, there is always a wait time. Once I reach a human, I’m sent to another area for being a first responder. This was supposed to help save me money on my plan, but continues to make things even more difficult for me with AT&T. (The customer service at First Net has been amazing.) In working to figure out why my bill was so astronomical, they told me that they automatically add an upgrade early fee in case you’d want to upgrade your phone prior to the length of your contract. This was at the time $6 a month. Now, I realize it’s my job to look at the line by line of my bills, however, it seems like shady business to me to add a fee that customers aren’t even aware of or asked if they’d like. When I ask what I can do to make my bill any less expensive, being willing to go to bare minimum I’m told I’m not allowed to do that. I’m stuck with this plan for 3 years unless I want to pay thousands of dollars to get out of my contract. My bill fluctuates 80+ dollars a month. This is absurd. How is an average working person supposed to account for a bill that’s never the same.

My wife and I stopped in the store on June 18, 2023 to ask about upgrading our two phones. The employee in the store had recently been hired and there was no additional support staff to assist him. He was kind, helpful, and tried his best. He was uncertain on how to process a phone trade in. He had to make multiple phone calls to his manager to get assistance. Finally he did complete the transactions for the phone upgrades and we were instructed to leave the two phones we traded in at the store. He advised that they would mail the phones into AT&T and we would then get a credit for each phone on our account. Even though the process took way longer than it should, after 4 hours, we left thinking everything was fine. A couple weeks went by and we had not received credit on our account for the phones we traded in. I went back to the store to ask about the status and the manager at the time told me it could take up to three billing cycles for the credits to show up; so I left believing her response. More time passed and still no credits were on our account. I returned to the store to find a new store manager, Ethan, and was informed all the employees were let go and they found a bunch of phones back in filing cabinets. The new manager Ethan stated he was handling it and apologized for the inconvenience and told me to wait longer to receive the credits for the phones. I waited even longer and then returned again to find Ethan, the recently hired manager, had left on a month long trip supposedly, so the regional manager Derek Ricci was taking over for the store and he told me he was working on the problem. More time passed and we got no where. I continued to check in and would get the run around from different employees. During this time, I also made multiple calls to AT&T corporate to try and fix the problem and had no luck. Corporate stated because the store didn’t complete and process the trade in paperwork correctly there was no proof of phones being traded in. The store employees acknowledged that they had phones that should have been sent in and were not. I was instructed by Corporate to have the store put notes on our account acknowledging we did trade in phones and do get the credits on our account so that loyalty could fix the problem but the store would not add notes to our account. I went as far as going to the store and requested again for the employee to add notes in front of me which he said he did but then I followed up with loyalty and no notes were on our account so she (loyalty) even called and talked to the manager at store and requested him to add the notes. Ethan was no longer working there and now the third new manager, Caleb, had told his employee at the store to remove any notes. Corporate loyalty could not assist any further. Caleb stated our phones were found and sent in in December 2023. More time went by and I continued to contact corporate and the local store to try and get this resolved. Caleb was no longer a manager and now a 4th new manager within 7 months had been brought to this store. This drug on for over 8 months. The customer service that we received from this local store is absolutely ridiculous. There is more details to this situation and know there are other customers that got mistreated with similar situations. I would advise not conducting any business with this store. This store is under ownership of Noble Wireless LLC and not a corporate AT&T location. There is something going on with this business that is not ethical. This local store did not resolve the issue.

One of the absolute worst experiences with any phone carrier. I was lied to, manipulated and got the run around for two months. $1,371 later I have my phone bill paid. They are the hardest company period to get ahold of at this location first of all. Trying to resolve anything, I got sent to 611 and was on the phone for 6 hours trying to get my bill (which was waaaay over charged on a few aspects) taken care of. It got to the point that I was ran around so much, I just decided it was worth the $1,371 to say f this place and f the money they screwed me out of. I don’t recommend anyone going to this location or any other AT&T location. The manager is basically useless. He is never there and good luck getting into the store as they are never open during their own “business hours”. They are scam artists at the finest. They will give you the run around untill they have every cent and dollar in your account, and then bleed you dry for more. I have never been more disappointed and pissed at the same time. I wish there was a way to shut this store down, I really do. Now I’m going to go home and eat ramen for a month. Rant over. Thanks AT&T