AT&T

Much better than sprint store

The customer service at this location is deplorable and discriminatory. Not only do the representative and manager have no regard for customers time they also appear to only allow black staff to assist black customers. I am not sure of the franchise owners thoughts but a review and changes in management and practices may be warranted.
The evening of September 27, 2014 my family went in with the sole purpose of buying a new phone. After waiting over an hour we were relieved to know we were next to be assisted and that a representative had just finished with a customer. After watching the rep walk around the store and hold side conversations with another employee, we inquired about when we would be helped. We were told that they would let us know when a rep could assist us.
We inquired if a manager was available and the employee crudely stated that they were the manager and that we could report any problems to her. We stated that we had been waiting an extremely long time and just wanted a rep to help us so we could buy a new iPhone and leave. she rudely stated, again, that they «would let us know when a representative was ready to assist us». We cited this was poor customer service and would report it to their corporate office. The ‘manager’ became extremely defensive loudly asking if we had a problem. We asked her name and asked her to leave and just assign us a rep to complete the purchase.
We continued to wait despite our experience which became worst as we watched the manager and available rep whisper and glance at us, then the ‘manager came back to further harass us with her loud interrogation of if we had a problem. We asked her to leave again and then continued our wait.
Once a black rep finished with the customer they had been helping, he called our names and assisted us. He was friendly and helped us select a Note3 for my purchase which My grandmother liked better due to the size of the screen.
If my kids were not flying back to California in the morning, my grandmother would have not given the store her business. Lucky for them, it was too late to drive to another AT&T store and that she wanted her grandkids to help her with selecting the phone.
While she might choose to keep her account with AT&T, there is no way in hell she will spend her money at this store. Might be a unique situation but it was really bad and something people of color should think about before visiting.

This store experience has been the worst and I’ve been with AT&T for 12 years. The first day I walk into the store the saleswoman did not properly explain the Next program vs. 2 year contract differences. She also did not try to look into my account details to help me save the most I possible could. I made a hasty decision in getting the Next program for me and my family. I was told estimates of what my bill «might» look like. After going home and doing my own research, I decided I needed to reverse this action. I also found out we had a 10gb plan, but are barely using 2gb.
The second day I came into this store, I was presented with a salesman that wanted to argue my decision in changing back to a 2 year contract. After semi-​explaining why I wanted to change, which I shouldn’t have to explain myself, he interrupts me and says, «I guess you don’t like to save money.» Completely inappropriate behavior. After being there for an hour with multiple sales personnel trying to change my plan back, I was told only a manager could resolve this and he wouldn’t be in until the following day.
The third day I came into this store, everything started off smoothly. We were on our way to changing things back, but then my family member’s line was found to be ineligible for a 2 year contract upgrade at this time. Why wasn’t this information presented to us on our first day? So off goes my family member to go home and get their old phone to have reactivated.
Why weren’t my account details looked over to see where we could save the most money instead of pushing this Next program idea on to us? Apparently, this store doesn’t value trying to do the best by their customers. I came prepared because I was tired of arguing how and why I was making my decision so I presented my research in showing the employees that I would save the most switching to a 2 year contract with a 2gb plan. This reveal was followed up with silence and ended in a «I guess you did your homework.» At no point were we apologized to for the headache this whole situation has become on top of the rude behavior we have encountered and the multiple trips back and forth. Not even from the «manager» that is «not allowed to take customers,» but the job description is to walk around the store with an iPad and take people’s names…
After leaving, we remembered my family member had a plexi-​glass type face plate (to help with scratches/​breaks) put on her phone that we had to exchange and we were never refunded the money. So yet ANOTHER trip back to the store occurred. All this store has given me is unprofessionalism/​rude behavior, sneaky/​questionable sales techniques, less gas in my car and a migraine. I will NOT be returning.

Staff extremely helpful but limited in accessories unless you have an iPhone which I do not.

The first time I went I did not have a good experience. I went in to add & transfer a line from another carrier, however, did not have all the info that I needed (obviously my fault), but the lady that was servicing me behaved as if I was on her personal time. I ended up annoyed by her impatience and decided to leave and gather the info on my own instead of with her help. I can’t understand what was the big deal about providing me with the info that I needed and sending me on my way…
The second time I went in, the gentleman who was assisting me was very polite and patient. Although I had all the necessary info this time, my other carrier was rejecting the info and not permitting the transfer. He did not make a big deal and simply contacted the other carrier right on the spot and straightened things out in an instant. He was even kind enough to let me out of the side entrance because that is where I had parked (typically this entrance is locked)
The only other annoyance factor at this store is the «greeter» at the entrance. I walked right past her and stood in the line at the service desk because I thought that was what I was supposed to do. She just stood there with a clipboard, said «hi» and let me go up to the desk. At the desk all three employees were busy and then finally one of them asked what I was in for and then went and gave my info to the «greeter» so that I could actually be called up for service. Apparently she was supposed to gather that As I came in to expedite the service. Otherwise I would have just been standing there and someone who came in after me could have jumped ahead of me because I hadn’t been signed in. I was very puzzled as to why she did not stop me or even come to me while I was in line herself to ask why I was there if this is how their store works :-/​
I ended up waiting about 10 minutes or so before I was serviced which is kind of long to me even though I have waited much longer at these types of stores…
Overall, I give a fair rating only because of my second experience here or else I’d have rated lower…