this store is not friendly at all. I have been their customer for years and just one time I asked if I could wait inside since outside is raining and cold, there wasn't any customers in the store at that moment . the female security guard and the male sales persons both shakes their heads said no and asked me to go wait next door, the corner bakery. So what I do? I'll never give ATnT business anymore! i think in their eyes, there is only money, nothing else read more

After a disastrous experience with switching to Mint Mobile from T-Mobile in order to save on my bills, I decided to give AT&T another try. I set up an appointment online, and even though I showed up hours earlier, they found the time to help me out within less than half an hour. The agent I worked with was professional, quick, and informative. He let me make my own decisions about the plan while taking my service needs into consideration. He let me sign up for a discount through their educator program and I was able to save a ton on my monthly bill while getting the best unlimited wireless plan currently available on the market. The whole process was very hassle-free and comfortable. I did not feel pressured into spending more money. I would recommend! read more

I just left this location on 6/14/2021 feeling like I was rushed out of the store like my money wasn't good enough. My dad and I went in because we both needed new apple watches, and we heard there was a buy one get one free sale. We both got off work late and had stressful days, so we decided to treat ourselves and went in at the most confident time for us, which happened to be about half hour before closing. There were two associates in the store (one female, one male), and two other customers that were also together. When we arrived the other customers were being helped, so we looked around and then sat and waited our turn. When they were done the male associate came over to us and asked what brought us in. I explained we were looking to purchase new apple watches and proceed to ask a few questions about pricing, etc. After a few questions, we said we needed a moment to decide what we wanted to do. The male associate then proceeded to look at his watch like he couldn't be bothered and say, "Well are you going to decide today or another day? Because we close soon." We had every intention on making a purchase today, but this really put a bad taste in our mouths. We just needed a moment to decide if we wanted the deal or not. A little professionalism would have been nice. I understand not wanting to be there late when the store closes, but there's also a way to communicate that to the customer without being rude. You could also just simply let the customer make their purchase without feeling like they're a burden... since you are still open for business and not actually closed. My family has been with AT&T AND DirectTV for over 11 years and this interaction alone made us want to take our business elsewhere, which we may. What terrible way to treat your guests. read more

Let's talk about the "good" first! I appreciate the streamlined service of signing guests in for service. I appreciate the kiosk where you can pay your bill. The associates will greet you in a friendly manner upon entering the store. Now, my experience. A lil background - I have been a loyal AT&T customer over 15 years - I don't like the high monthly bill - but I have had minimal issues with the network - I can get cell service in the most unlikely of places - so I have stuck with them throughout the years - saying that - I have been on an unlimited data plan since the beginning - this is where my story goes downhill! I have visited this location over the years many times, but for small issues - replacement of SIM Cards; questions about my devices. Keep in mind the associates has limited knowledge on the technical side - although they act as if they are the tech experts - don't fall for this BS - don't believe it - Call the 1-800 number of AT&T - they will be able to address your matter! My issue was getting a new device, but it wasn't working - went to the store to ask preliminary questions so that when I called AT&T customer service I would know what to tell them. Instead, I get the tech experts asking me about my data plan (nothing to do with my issue) and let's fast forward to the end - they made a change in my data plan!! If I didn't contact AT&T customer service for my follow-up - I would've never known! I was outraged at the thought of the associate at the store doing this without my consent! Luckily, I had an awesome customer service rep and the issue took several days - but has know been resolved! I was instructed by the AT&T customer service representative that the store associates are there to sell products and direct you to the customer service number if you have technical issues. So, I am tell you ALL the same - Beware of the associates - they may have good intentions - but it usually doesn't turn out so great! read more

This store is a joke. I bought items from this location. I was not happy with it because it didn't meet the expectations the sales rep shown me in the store. I tried to return it a week later just to be told of a restock fee that had to be paid upfront to return. I spoke to a clueless manager who was no help I expressed my disappointment and not a apology nothing. I filed a consumer complaint and will be going to small claims court for this problem. I DO NOT RECOMMEND ANYONE TO BUY FROM THIS STORE THE SALESFORCE AND MANAGEMENT IS INCOMPETENT AND FAILED TO DISCLOSE OR PROMINENTLY PLACE RETURN POLICIES IN THEIR STORE. read more

Honestly, this location stinks! The associates clearly have trouble managing more than one client per associate at a time. Do yourself a huge favor... Get back in the car and head over to the AT&T store in Wynnewood across the street from Old Navy. They are much more capable of servicing clients needs there. Two thumbs down. read more

Horrible service experience, team members banter back and forth with each other, even ignoring in coming customers....teach your team how to be professional, and keep non customer personal friends out of a place of business....they're focus should be on the customer! read more

The most painful and frustrating experience to purchase a new phone and adding a new line. Sales associate Aaron was not willing to give me any information on plans or promotions. I had to literally "dig it out of him" and if a manager wouldn't jump in, I would have just walk out of this location completely. Aaron was not helpful, treated me like I was annoying him at minimum and he didn't want to explain anything. I could have just get the phone online, but There is a lot involved with getting a new line plus a new new phone. That's why I came in person to an actual store. I was not informed on what I am getting into, the fine print of the transaction, nothing. Aaron messed up with the final billing and it took forever. The whole process took over 2,5 long hours. At the end the manager had to take over and she was very professional. I would never go back. read more

I was forced to wait over an hour, even though there was almost no one in the store, and then treated with great disrespect by the manager.

This place blows. Was given incorrect information by the staff. Staff was rude, short, snippy, and stand offish. Switched to Verizon who cut our bill drastically... couldn't be happier. read more

Came in one day with a friend to return a fitbit bracelet. Walked in, no greeting at all, whatever. We put our name on a list that was displayed on a screen but wouldn't have known to do that if I hadn't seen the screen. So we ask a lady if we can ask her a question (redundant I know just focus on the review) and she says you can't ask me right now and walks away. No bueno. 20 minute wait with three ppl working and 4 customers that's ridiculous. Meh. Stay away from the lady with diamonds on her nails, box braids and glasses on who may or may not be wearing a polka dot shirt possibly hiding from customers holding an iPad. We told her all we have is a return and she said "Oh" then helped us. Gaaaaaaaahajaoajhajajja !!!!!!! read more

Eehhhh, our actual service person (Brittany) was cool and actually got us the service we desired which required going above and beyond as we needed a business account transferred to a personal account. The manager/supervisor on duty told us that the service could not be done in store and initially so did Brittany before she went to grab the phone and call an 800 number for assistance. The 800 number and Brittany came through. Although the service took some time everything worked out but managers that don't want to go the extra mile shouldn't be managers. read more

If you want astoundingly passive-aggressive service, this is the place to go! Sure they will set you up with switching from an Apple device to an Android-enabled device, but forget any kind of support if you come in a day later with an issue with SMS. Nice people one day, terrible management the next. If you enjoy 5 people standing around staring at you saying "uhhhh," then by all means, stop in! read more

Terrible service. I visited this store with an intent to open a business account with 10 lines and 10 iPhones. The manager, Yasir Davis is the epitome of a bad employee, rude, more concerned with watching the football game than addressing our needs. Had no idea what was required in order to open a business account, claims a letter from the IRS with a "seal" must be provided in order to open an account, misrepresented what was needed until we provided a plethora of information. A complete waste of time. We will take our business to Verizon. Atleast they conduct themselves with professionalism. DON'T WASTE YOUR MONEY OR TIME. read more

I just had my new iPhone activated. What a pleasant experience. My contact Jared was knowledgeable and very patient. I couldn't remember any of my passwords and he helped me set up new ones. He installed my new SIM chip without a problem and transferred all my old apps to my new phone. He activated my account and I was off to the races. He's the one to go to if you have phone trouble. AT&T is the place to go for phone service!!! read more

This is the poorest excuse for a business if I've ever seen one. The staff show no level of professionalism or respect for customers. Customer service is ludicrously awful--I waited over 40 minutes to exchange an accessory while the four staff who were working hung out at a table together with headphones and listened to music. Having worked in the service industry, I can understand that things can sometimes get overwhelming. However, I have visited this store twice now to get a replacement for a phone accessory. When I walked in the door, I wasn't greeted [I mean, really?] instead, a security guard asked for my name. As I looked around me, it became clear that many of the customers were growing frustrated and had been waiting for a while. The first time, I was told that the part wouldn't be replaced without a charge. I bought the cover less than 3 months ago and had the receipt in hand (Since I bought it from att originally, I wanted to save myself the hassle of mailing it back to the manufacturer.) I didn't make it through the second time because after a 40 minute wait, (even with 4 staff on, all of whom, by the way we're playing with iPads and phones. They even brought out headphones to listen to music with each other) i just had to leave. I found the service completely unacceptable, and I will never return. read more

No stars for this store. Had a friend with a speech impediment call for assistance for his Samsung Galaxy to be repaired and the gentleman told him if he wanted his device fixed he needed to go to Korea. So sad that someone could have a job with customer service and treat an handicapped person the way he did. I did call back to talk to the manager but was on hold too long so I couldn;t talk to him. I hope I never have to visit the store. read more

Great customer service , best store in the city I recommend going to this store over any others in the city especially the university city location that store has the worst customer service ever and the Manager is Incompetent read more

Stay away from this store... especially if you are White!!! They ignore you, make you wait, then give some ridiculous excuse as to why they can not help you! After waiting 30+ minutes I was unable to get a new SIM card.. att told me it would be very simple, to just visit the store... Well, they were wrong! Worst store ever!!! read more

After consistently poor service at this store, i finally struck gold. Ashli took care of me and she brought me back from the edge of totally leaving AT&T primarily because of such poor customer service. My cell phone was old and literally coming apart. I totally depend on it for work. She walked me through my options and then also reminded me that I had insurance that covered the technical issues that I had with my current unit. She hooked me up with the insurance people, allowing me to get the phone in 24 hours. Then when I went back the next day, she totally downloaded and updated my replacement phone. She was smart, friendly, engaging and knew her stuff. A real outlier for that branch....If they don't make her the manager soon, AT&T is missing an opportunity to promote a very promising employee. read more

very poor customer service. i waited patiently for an hour in the store for my name to be called and then the tech called att customer service, left us by the phone and walked away and started talking to another customer that just walked in. team chatting with each other while customers wait. i have been with att for 15 years and now i am moving to verizon due to the poor customer service at this store. i would give zero stars if i could read more

Don't waste time calling this AT&T store in Bala Cynwyd or the AT&T in Bryn Mawr, because the phone recording asks if you want to speak to a representative, then refers you to multiple recordings, tells you to go online or use applications to do things, and never connects you to a person. read more

I have always been happy with the customer service I have received from AT&T in their stores. My visit to the Bala Cynwyd store was no different. We were purchasing a new phone as well as upgrading our plan and making some changes to it. Jared could not have been more helpful or more knowledgeable. He answered all of our (many) questions and made sure we understood. He also got us in and out of the store way more quickly than I had expected given all of the things we needed to accomplish. When we had a small problem with my husband's data not working after we left the store, he helped us fix it immediately, even though it was his dinner break. We very much appreciated that. Overall, it was a great experience visiting an AT&T store and one of the reasons I have been a loyal customer since my first cell phone in the early 2000s! I took away one star in this review because I had to wait a long time when I walked in to be acknowledged by a staff member. Usually, when you walk into an AT&T store, you are greeted right away and they take your name and enter it into a tablet so that you're in line to be helped. Unfortunately, it took about twenty minutes of being in the store before that happened this time. I understood that they were very busy, but I feel like an employee should have been assigned to the task of greeting customers as they entered. I think waiting for so long, unacknowledged, could cause many customers to leave without being helped. However, in spite of the wait, overall, we were very pleased with this visit & the Bala Cynwyd store. I recommend asking for Jared! read more

Sucks, if you wanna waste your time just go to this branch. at least you will wait for 2 hours

The worst AT&T I have ever been. I just needed to take my number out from my family plan to individual plan, and this took me the whole afternoon. The staff was very impatient and every time when he needed to answer to the call, he would complain us for 1 minute before talking. Besides, he totally didn't know how to treat my situation, but he didn't ask, he just "invented" some ridiculous ways to solve. He told me to phone here and there, but nobody knew how to. When I came back to my home, I asked online and the nice guy online suggested me to change to another store. When I changed to the one near the UPenn, the girl was very nice, she also didn't know how to deal with my situation, but she kept to ask around and solved in 30 minutes. As a foreign student my English was not so good at that time but I could clearly know that the former awful experience is not because of my English, for I even began to chat with the latter girl! If you ask me, I have to say something that is not very polite: this is because the lack of intelligence and impatience of some guys! I advise, especially to the foreign students in and around SJU, if you have anything, easy or hard, don't go here if you have any other choices, they can do nothing but waste your time! read more

I went to Andorra and the service was horrible!!!! Walked in att on City Ave and the vibe was AMAZING!!!!! This store is the BEST!!!! Customer service was on point and the hospitality from the employees made me feel like I was family!!!! I'll only do business with AT&T on City Ave. read more

My AT&T experience was with Keith Thompson in your AT&T Bala Cynwyd store. If quality assurance was measured on a scale from 1-10; Keith would receive a 12! If measured on a Stars program 1-5; Keith would receive 7 stars. Not only did Keith display exceptional Customer Service but his expertise was mind blowing, as he also functions as the GO-TO person at the store. While I spent hours there with issues Keith made the visit not seem as long as it actually was. And while others were coming to him for guidance for different customer issues, Keith always excused himself and asked if it was ok if he assist the other employees with questions, never wanting me to feel deserted. I appreciate Keith and his work ethic because that type of customer service is rarely displayed. I don't know if Keith is in a Managerial position but if he is not then he should be, due to the manner in which he handles his customers other co-workers and last but certainly not least his expertise! He is definitely an asset to the AT&T company! read more