Absolutely Horrible Customer Service -- Avoid This Store
This was one of the most frustrating and disappointing customer service experiences I have ever had at an AT&T store.
We went into the store to purchase a new phone and specifically asked about adding AT&T Next Up Anytime. At the point of sale, the salesperson failed to include it on our account. We later contacted AT&T customer service and were told that we had 14 days to have the feature added, so we returned to the store well within that 14-day window expecting this to be a simple issue to correct.
Instead, we walked into an absolute nightmare.
The manager was nowhere to be found, and apparently no one else in the store had the ability, or willingness, to actually resolve the problem. We spent more than two hours dealing with retail sales employees, going around in circles trying to get someone to take responsibility for fixing an issue that was caused at the time of our original purchase.
We even spent additional time on the phone with a customer service supervisor, and despite all of that, we still couldn't get the situation resolved.
To make matters worse, John and a colleague decided to leave for an hour and a half lunch while we were still dealing with this situation, leaving the other employees to handle everyone walking into the store. On top of that, John's customer service demeanor was extremely disappointing. Rather than trying to calmly understand the situation and find a solution, he repeatedly came across as argumentative and seemed more interested in debating the issue than actually helping resolve it. His attitude made an already frustrating situation even worse.
Tim did make an effort to be helpful, and we appreciate that, but ultimately he couldn't resolve the issue either.
We eventually learned that the manager was supposedly on vacation for more than two weeks. If that's the case, there should have been someone properly designated and empowered to handle customer issues in the manager's absence. Instead, it felt like the employees were more concerned with covering for the manager's absence than actually helping customers.
The entire experience was a spectacular example of poor management, poor communication, and a complete lack of accountability. We were sent back to the store by AT&T customer service within the 14-day window, only to have the store tell us, in effect, that nobody there could help us.
If you're considering purchasing a phone or making any significant change to your AT&T account, I would strongly recommend going somewhere else. Spending hours of your day trying to get employees to fix a mistake made during the original sale is completely unacceptable.
AT&T needs to seriously reevaluate the management and customer service at this location. This was not just inconvenient, it was an absolute waste of our time and an incredibly frustrating experience from beginning to end. read more
