AT&T

Bilal is great! He made every part of the transition to AT&T easy.

AT&T is our cell phone provider, and unfortunately, this store is the closest one near my house. My family always gets terrible service here. AT&T itself always overcharges us every month, but that’s beside the point. The employees have been rude to us on many occasions. The store is located in an upscale location and I admit, does cater to more privileged people, and my family doesn’t have a lot of money nor do we dress like we have a lot of money. I’m not claiming that this AT&T store have set us aside because of class, but sometimes it feels like it.
AT&T also has a TERRIBLE return policy. 14 days?! That’s nothing! Yes, I get that most electronics have a short return policy, but we had wanted to return a phone case (Rebecca Minkoff) — an accessory that had not been used. We recently went to the store to return this case, it had been after 14 days since I had bought the case. I bought the case mid-​November because I knew I was going to buy an iPhone 6 so I decided to go ahead and buy it anyway if I liked it. I didn’t get the actual phone until late December when we finally had the money to buy the phone. However, while the box says the case is designed for an iPhone 6, in actuality, the case is for an iPhone 6 PLUS. It was too big to fit my phone and I had to buy another one. Didn’t want to waste that $ 45 so I didn’t see the big deal in returning it despite the 14 day policy.
We always have an awful wait line when we go to this particular AT&T store. Before, I myself had gone to the store twice to return it but left because I couldn’t wait for so long — I had other things to do and was in a hurry — I thought returning a phone case would be a very quick process but apparently I still have to wait behind everybody else. So, this time, we had decided to call ahead and make an appointment. Apparently, the «system wasn’t working» — conveniently, and they suggested reserving online but my mom wasn’t able to do it.
I go to the AT&T store. My mom told me to leave the phone case in the car — I think she was expecting a long wait time and we weren’t going to stay if that was the case. I was genuinely surprised when there was practically no wait time. They could see me right away. So I run out to the car to get the case and the receipt and run back in — a process that took 30 seconds. But by the time I had run back in, the employee decided to pass me and take the guy who came in shortly after me!!! This wasn’t the first time they have attended to customers who had come in after us, skipping us completely even though we were on the wait-​list before the other people were (and yes, those other people had signed up on the wait-​list because I had heard them — they hadn’t reserved before).
So my mother got pissed off and asked the guy why he had skipped me and taken the next customer — there was no logical explanation for it. She then insulted the employee (with a profane word), who immediately went to tell his manager, whose name was Gustavo Juliao, who was only an assistant sales manager as we found out later. I am not excusing my mom’s insult, I do believe it was still wrong. To continue, the manager didn’t really let my mom complain about the terrible customer service or even explain what had happened — they are paid to attend customers. He said her behavior was a reason to get kicked out of the store and asked her to leave or he’d call security and then said he could «cancel her AT&T account» to threaten her — just like that. In many ways, he asserted that the business was «always right.» He reluctantly agreed to talk to me, but he took one look at the receipt and told me he wouldn’t allow the return. The manager was very cold to me and I could tell he wanted me out of his store right away — trying to negotiate the case advertising wouldn’t have gotten me anywhere because of his attitude toward me. So I didn’t bother. I left. My mom got mad that I hadn’t explained the phone case problem. She went back in. By then she had calmed down and had recognized that she had also done something wrong and she apologized to the manager for the insult. The manager still called security. The security guy was very kind to her, asked her nicely to step outside to talk. Apparently, he has been called to the store often to escort angry customers out, meaning AT&T isn’t doing something right. He and my mom talked and he agreed that the phone case should be returned if there was a flaw with labeling/​advertising. He gave her the main manager of the store’s card and the district manager’s card and we left.
Never going back to that store again if I can help it!!! I will tell everyone I know how they treated us!

Daniel did a great job helping me sort through the new changes in upgrade options. No pushy sales, just good customer service. I have always had great service from this location.

What a horrible store. Ordered on line. Received a text and email order ready, BUT when reached store to pick up — long line, never processed. Manager rude and didn’t care. «We are doing the best we can» if you don’t like it leave. Do not go here. Awful service — uncaring and not worth the wait. The manager should be fired. Was in the back — awful customer service

Terrible customer service. We waited 2.5 hours to sign up for a new year contract. If this is any indication of how you will be treated as a «valued customer» then I want out. Do yourself a favor and choose a different carrier — I’ll never get that time back the least they could have done is warned us of the wait.

Even during the crazy Holiday season, I walked right in, and right out. This location doesn’t get too much traffic so if you live in the area be sure to come here for all your AT&T needs. The staff here is super friendly and efficient. Thank goodness!