BUYER BEWARE:!!! I am telling ALL my friends. Since switching (FIVE - 5 phone lines) from previous carrier (20 years at Verizon) based on false promises (aka lies) from sales associates we have experienced nothing but worse connection service (domestic and international) as well as dismissive and inconsistent customer service. I am waiting for a call back as I write. I doubt I'll ever get. Hellish initial switch logistics (phones were lost in the mail) & cumbersome setup on same (not better) with no opportunity to select phone options, phones leaves us as totally dissatisfied customers. Also we never received the reward gift cards we were promised. Ha! That was a HUGE LIE. Was Verizon more expensive? Yes. Was the service measurably better? Absolutely. Will we stay with AT&T- likely not. MORAL OF THE STORY: You get what you pay for. Ultimately AT&T will lose our $300+ per month business. Sincerely, Dr. Angela Marie Johnson read more

Shout out to Noel! He is so helpful was able to help my husband with things he could not figure out on his phone. He went to someone else when he first went in the store and the employee looked at my husband phone and said he needed a new one :(! It's only 1 year old! My husband then asked for Noel who helped us with a TV remote issue earlier in the year, Noel look at the phone and said oh yes you need to do this...fix it and showed hubby how to do this. We can't say enough! Thank you Noel! This was the 3rd time he has taken time with us! read more

Dominic was awesome and helped me resolve my AT&T problem. He then went on to help ensure I was able to use my device, which was somewhere between an Apple problem and user error. Happy to recommend based on my experience. read more

Just want to personally recommend Noel on staff. He has not only helped me in my sales event with purchasing a new phone, but also helped my 73 year old father in a separate sales event to purchase a new phone. Not only did he successfully help us purchase and update our plans, but also sat through the very intensive process with my father's phone to mirror it onto his new phone. This was a task as my father is not phone savvy. I truly appreciate his patience and cooperation sitting with us for 4+ hours to ensure everything was perfectly transferred and my father was up to speed. Thank you so much! read more

I typically go to the Liberty AT&T store and didn't realize that one existing on Washtenaw.... All I needed was a sim card for my phone... when I walked in, the place was packed... every staff member was busy, but someone one of the staff members came and asked me what brought me in... I said I needed a sim card for my phone... the staff member took be to the UVerse area to be helped by the person there, was in and out of the store in less then 5 minutes! I was really surprised at how fast the whole thing took... this location is also a lot bigger then the one on Liberty and they have a separate room to experience UVerse... I guess I found my new AT&T Store!!! read more

I needed to visit a corporate store to resolve a problem that was somewhat complicated. The rep who helped me was Drew. He was the nicest, most polite and patient customer support person I've had at AT&T. His manager, Tim was also really helpful and gave great support to Drew while they worked on resolving my problem. They both deserve a raise and a promotion! read more

My son shattered my old phone so we stopped in on Sunday. We were greeted by Drew...Drew was the man. He was polite, friendly and just had that southern charm, a very personable and knowledgeable dude. He helped us out, made it a painless process! I know that if we ever need anything again here I'm going to reach out to him! Keep up the great work Drew! read more

My 33-year-old brother died unexpectedly in July 2020. This store created a nightmare for my family while we tried to take care of his AT&T account and then refused to fix their error. It's very disheartening to see how they treat a grieving family with no compassion. We were given inaccurate information from the representative we worked with at this store, which resulted in additional and unnecessary charges on the account that his 7-year old daughter's mother (who also had a phone on his account) ended up paying out of frustration and fear that her phone would be turned off. When I called and spoke with a manager (Louis), he apologized for the mistake at first, but then attempted to defend the actions of his employee with inaccurate information (claiming the charges were assessed after we were in the store to present the death certificate, when in fact they were on record for two days before). At the end of the day, I understand that people make mistakes, and can forgive unintentional errors that are corrected by those responsible. I am only asking for the error stemming from this store to be corrected, and a little bit of compassion from those responsible. I am posting this review after my emails to the manager's manager (Louis provided me with the email address) have been completely ignored (no response) for 4 days. AT&T: Please train your team members to admit when mistakes are made and to fix their errors. Please also clarify the procedure for deceased account holders so this does not happen again to a grieving family. read more

I just came back from Washtenaw AT&T store and needless to say I'm very disappointed by their service. I went there to upgrade my existing phone and to convert to a family plan. There are about couple of customers in the store who are looking at the phones, all the sales associates were doing their own thing. No one even bothered to ask me what I need, I was there for good 20 minutes and then walked out. I can understand if the sales associates are very busy with other customers, obviously that was not the case. If they don't care about their customers I will take my business else where! read more

Never thought I'd actually write a bad review on here, but had a rather unpleasant experience in this location. I got it at the store at 7:20, The store closes at 8. I was serviced within 20 minutes, which was good. However, the whole experience felt like I was purposely given bad customer service, in order to get me to leave. I wasn't greeted with my name, when I asked, "is it my turn", to clarify if my name had been called, the response was "what do you mean?", I didn't get any potential early trade in information, and instead got, "the prices for a new iPhone are on the display stickers". It was an all around awkward experience. Please train customer service reps a little better, as this reflects poorly on AT&T as a company. read more

I have to say that Tim is great--very pleasant and pretty knowledgeable. He cheerfully ordered an iPhone X for me and told me there would be no problem returning it if I found one in stock at another store. However, when the ordered phone arrived and I went to return it, this store provided an noxious mixture of misinformation and bad humor, from both the sales rep who greeted me, and the manager, Ricky, who eventually came out to give me some more misinformation in a very unpleasant tone, including telling me I would have to pay a $45 restocking fee, activate the phone before I could return it, AND put a new SIM card in the phone I had purchased from another store. Fortunately, Tim came over to make my experience slightly less unpleasant. I called AT&T while still in this AT&T store, and the representative informed me that the phone came with a prepaid mailing label to easily return the phone via the post office. No problem, no extra charges, no tampering with my current phone. For me, the Apple store is the only place to go. read more

Second attempt to get help in this store is a failure. First visit I was ignored for twenty minutes. When finally addressed by a staff person I was told there would be at least another twenty minute wait because they were so busy. Which I found odd considering that besides myself there was one other couple in the store and near a half dozen staff milling around. Today I tried to go in at 10:51 and got waved away by an employee inside. The door says they open at 10am. I have cellular, internet and television through AT&T and unfortunately the online and phone in service is nearly as awful as this. I'm beginning to think that this bloated business no longer needs mine. read more

I had the worst customer experience at this store.... I will never return and I almost cancelled my service because of it. I received a glass iPhone screen cover as a gift, but unfortunately it was the wrong size (iPhone 6 not a 6 plus). I stopped in to do a simple exchange (the package had never been opened and I had a receipt). It was outside the 15 day return window (because it was a gift) but I was just asking for an exchange. They would NOT let me exchange it and the manager was very rude, dismissive and disrespectful. I was literally in shock! I cannot believe that they treat their customers this way and still have a job! I can understand if they cannot do exchanges outside of the allotted time, but please treat me with respect. I went to the store downtown on Liberty and received wonderful customer service and will always go there instead! read more

all I want to do is buy a $9 headphone jack!!! So there's two people working and about 5 or 6 people ahead of me dealing with matters/issues that I'm guessing required alot of time. Staff actually took my name and put me in rotation to buy a $9 headphone jack Instead or just ringing me up and sending me on my way! This is pretty ridiculous I could see if I needed additional things I just want to by the converter and leave SMH read more

After my parents and I upgraded our phones, I was leaving town, but there were several outstanding changes that needed to be made on their phones. They're in their 70's and 80's and I had hoped to have all the tech changes handled before I left. Brent - who sold us the upgraded phones - went above and beyond with my parents for a few hours on 2 different occasions. Got all of their apps, contacts, etc. working and updated where they needed to be. My parents kept calling going, we just spent another hour with Brent! ha. So, thank you for the customer service, and the patience with folks who are semi-tech savvy. It is much appreciated. read more

They are doing a great job of giving people options in this location, someone came in not wanting to wear a mask. The staff greeted them and told them that they would gladly help them outside. They socially distanced with everyone and had great cleaning habits after each customer. Nice to see a store trying to help everyone regardless read more

My wife and I were Verizon customers. We were interested in switching to AT&T because we liked iPhone. We wanted a family plan, but had different area codes that were apparently in different markets as far as AT&T is concerned. Before we bought the plans, we were told that we can still keep our numbers and retain the family plan similar to the one we had with Verizon. But after we purchased the plan, the salesman and AT&T customer service both declared that it is not possible unless we own a business. The salesman (Aaron) at the AT&T center had in fact told me that he did a similar thing for another couple a week before we bought ours. So I went ahead and placed an order for the phone. It took about a week to receive it, and when it arrive he failed to honor his promise. He just gave me a customer service number and told me that it should be fairly simple to merge two when I call the number. When I did call the customer service, they said this simply not possible! I went back to the Aaron. Now he said, "oh well, that right its not possible to merge accounts from two different markets!". read more

I came into the store this morning with a shattered screen iphone and a bloody finger from answering my last call. Brad Horseman was able to get me out of the store with service on one of my old iphones in just a matter of minutes and at no cost. Unfortunately, I expect to be nickled and dimed by large companies, so it is pleasantly shocking when it doesn't happen. When it is time for the big family upgrade I will be returning to pay back the good customer service. read more

Usually I am too busy to write reviews, but in this case I have to alert people about the service they can expect to have in this store (3217 Washtenaw Ave, Ann Arbor, MI 48104). On 10/2/2017, I walked into this store shortly after 3:00 pm. The receptionist, whose name is Brad, asked me what problems I had. After telling him, I was put on the waiting list. I went to look around the store and waited. There was an old couple who walked in after me. Brad served them. They had the same problem as mine. I heard Brad ask the man for his veteran card. I thought that I could let the veteran be served before me, because they served our county and I really respect them. Then, there was a guy who walked into the store after the veteran couple. After serving the veteran couple, Brad walked to the guy to assist him. I felt that this was very unfair, so I walked to Brad and asked why I did not get served even though I came in before all three of them. Brad said that it was "Because I cannot solve your problem and I have to let the experts help you". I then asked him what problem I was having. He could not answer. I said that "If you don't remember my problem, how can you assume you cannot help?" He said that "If you yell at me, you have to sit there again!" That was just an excuse, I did not yell at him, and in fact his voice was louder. I just wanted to get the problem solved, so I fought back tears and went back to waiting. I waited there until about 4:10 pm (I kept track of the timeline with my phone), at which point Brad finally let one of the "experts" talk to me. The expert was named Shane. Shane started telling me that "I don't have patience as Brad does. If you complain, I will work for the next person!" Shane started using his tablet. After a while, he said that "My tablet is not working", so he walked into the back room. At about 4:17 PM, he came back with a tablet. "Your contact email is not found and I cannot access your account", he said. This expert just couldn't solve the problem. I gave up and said "Okay, I will call your online costumer service to solve this problem." I paid the bill and left around 4:33 pm. After I got home, I called the company's online customer service, the technician there solved my problem right away. I cannot believe how those experts could keep their jobs if they cannot do it correctly and have such a terrible attitude towards their clients! I also felt that they treated me differently as a foreigner, that they can pick on me since foreigners usually don't complain or write reviews. read more

I'll admit, I'm a slacker: I've put off getting a smartphone until now (despite how much it would have facilitated my Yelping career). Went to this location yesterday to gear up. The salespeople were very polite, answering my newbie questions about plans and phone features reassuringly and thoroughly. They didn't try to upsell me to a phone more expensive than the fairly basic one I picked. The only trying aspect of the experience was having to leave and return since I didn't have the PIN # from my old provider with me when I first stopped in: when I returned at mid-afternoon on a Saturday the place was packed and I waited over half an hour until someone could take care of me. But, if I'd been prepared in the first place, this wouldn't have been an issue. Returned midafternoon the following day to get my wife a phone and sat down with an associate right away. I will certainly return here when the time comes to upgrade. read more

So here's how this goes. SHANE is the best salesperson on the planet! That is a FIVE STAR only for that right there! But EVERYTHING ELSE IS A 0! We had a very minor issue with internet but Shane was able to be patient, take the time to help us, and actually solve the problem. ONLINE HELP IS USELESS!! Again, I will repeat, USELESS to get help online. I was given the run around so many times on how to solve my issue but only until I made it into the store was it figured out. Since we are stuck with at/t where we live, not much else to do. But the customer online service is awful. As much as a pain as it is to go to a store---don't bother to call---just go in & ask for Shane :) read more

5 stars, you ask? Well, when I compare the ease of getting all of my services set up today vs my ridiculously long attempt at getting anything from Comcast, yes 5 stars. I went in today and was met at the door by Anthony, who quickly sat down with me to go through all of the options/bundles. He looked at price differences for various features to make sure I was getting the best deal, was clear about what costs I would have up front (they were nominal) and what the price would be in a year when some of the promo rates dropped off. He suggested I come back in at that time to check on possibly doing a new bundle to lower costs. In chatting during the process, I mentioned to Anthony an issue I was having with my cell phone. I was not expecting any help on this matter, but Anthony said he would get me a new sim card as sometimes this alleviated the problem I described. When I left, I had in hand clear paperwork showing all of the costs for my new service, confirming dates for installation and was elated that I found a way to avoid having Comcast in my life. read more

I've bought several phones and Blu-tooth devices. They always give me great service!

Honestly never been so disappointed.. While the attendants were polite they did not know much about their products and had the most boring attitude we have ever seen They did not care if we understood the products or not, their only aim was to sell us the most expensive product available..The manager was not aware of programs/promotions on the computer Will not return ever again read more

My husband and I went into the stir last night 20 minutes before closing. We wanted to upgrade our phones and had discussed changing our service to another carrier. Shane C. was AWESOME! He was helpful answered questions and we weren't even eligible to upgrade. As a result we will be sticking with AT&T and we will be back to see Shane when we are eligible. read more

As a loyal AT&T customer of post-paid wireless service for 12 years, I always relied on AT&T for other services too. I went to this AT&T store last weekend to get a prepaid plan on an unlocked old phone for my mother, who was visiting me for 3 months. I was interested in a very simple plan of 25 cents per minute for her to make only emergency calls. I told the AT&T representative Hamzeh F. that I am interested in that plan and would put minimum deposit for that plan. However, he told us that the plan comes with a daily charge and hence it would come out to be very expensive. He instead pushed us to sign up for a very expensive plan saying that it would be valid for 3 months and hence the most economical option. We reluctantly agreed. Later on, I reached out to AT&T through chat and found that 25 cents per minute plan has no other charges. As I logged on, I was also surprised that that the plan assigned to us was on the monthly basis and not 3 months as promised. It just sunk to me that store representative either intentionally lied to me and ripped me off or he was completely untrained and had no idea what he was doing. I went to the store next evening and took the print-outs from the website. I asked him to switch me to 25 cents per minute plan with minimum deposit and refund the balance. After he consulted his colleagues, he told me that they cannot refund the payment and I would need to contact AT&T directly. I immediately called AT&T from the store. The call center representative heard the entire story and told us that store has to do the refund or other adjustment. I even asked if I can be just given credit on my post-paid line or simply a gift card. Nope! The store manager told me that once a payment is made on a pre-paid plan, he would not do any refund either. In a nutshell, the store representative Hamzeh F. committed a mistake and both he and store manager acknowledged that but still they would not fix it and give the money back. I was completely shocked by lack of customer service and unethical behavior. My advice to other potential AT&T customers is to do the business online or go to some other store and avoid this place! read more

I went to this store and was so impressed with Tim and Shane. They were very helpful, gave listening support, friendly and were interest in what I needed help with. I will always come here for my AT and T mobile phones needs. You guys are great representatives of the company. read more

I visited the store this past weekend to transfer service to a new phone and new plan options. Tim gave me a hand and he was pleasant, personable, and efficient. I got exactly what I needed, lowered my costs and improved my service. I never got anything that remotely looked like a sales pitch. Tim sold me what I came in looking for and provided me with actionable information I can use in making choices for other services that I wasn't ready to buy that day. I was in and out of the store in a reasonable amount of time and never felt either rushed or delayed. I will happily return here in the future! read more

This store has always been so helpful and has great customer service. I guess I didn't really appreciate it until I went to the new AT&T store on Ann Arbor -Saline Rd. They were horrible, all about the commission, and almost cost me over $700 I didn't need to spend to upgrade to a new phone. Also, the sales woman there told me she prefers the smaller iPhone over the larger one because you can't text while driving with the larger one. I kid you not. Anyway, I will always drive further to go to this store from now on even though the new one is right by where I work. It is like night and day. read more

I bought my first smartphone, a Samsung Galaxy S3, a few months ago. I had a steep learning curve and a LOT of questions. Kari was usually the greeter and I have to say that her professionalism and helpful demeanor really make this the best place for At&T help in Ann Arbor. I NEVER felt that I was taking up their time, they were always willing to help. When the plastic covering I paid for slipped off, it was replaced free of charge. My only reason for not giving five stars has nothing to do with the customer service at this location, which as I have said is excellent. I am just a little bothered that after I have 'paid off' my phone at the end of the two-year contract period, I still have to pay the same amount to AT&T in monthly service charges. This is of course assuming that I don't get a new phone--and I tend to use stuff until it breaks, I don't care about having the 'latest and greatest'. I was recently at a no-contract competitor, and once my At&T phone is unlocked and I am off contract, I can save a considerable amount for the SAME service by dropping At&T. So, from this perspective, the At&T service is good but expensive. read more

My family and i went to this store location and the service was great! Shane is the one who handles our accounts and he is really good at taking care of his clients. I give Shane 5 stars for his excellent customer service. read more

A women helped me as soon as I walked in. She identified herself as Shelia. She was helpful and sweet. A++ for her going beyond the call of duty. Good recruit ATT! read more

The customer service in this place is very spotty. Sometimes you get a great agent, and sometimes the service is just miserable. All of a sudden, a manager goes back on his word, and you sit there for what seems like hours without achieving objectives. read more

Uverse has canceled weather on demand and the substitute is totally useless. Weather on Demand has been getting worse for months. Now it is gone altogether. Not quite enough for me to cancel uverse, but I am annoyed every morning when I want to check the days weather. Downgraded for this reason. read more