First, I want to express how helpful, engaging and professional both employees at the AT&T…read moreBluefield, WV Mercer Mall location were 3/28/2026. Both employees looked up and smiled as we came into the store. I explained the issue I was having with my android phone and Amber readily offered to look at it. **Amber fixed my phone in less than 30 seconds. Second, while she and I were discussing the phone, I asked if it would cost to look at it and would there be a charge to fix it? She said that I was one of a growing number of customers who were asking a similar question about being charged. My husband and I had made separate visits to the AT&T store located in Bluefield, WV in the strip with Lowes. He went about 6 months ago and I went 3/23/26. Amber showed us an advertisement sign about an insurance for all electronic devices in our home for about $25.00 per month and asked if this is what we were told about when we asked someone at the AT&T location near the Lowes store if someone would work on our phones. No, I was told that no one works on phones at the AT&T location near Lowes in Bluefield, WV any longer and that if I want my phone looked at it will be $25.00 up front. My husband was told a similar thing and was not told about insurance or a monthly subscription for all devices in a home. This is on top of no associates in that store looking up to greet me or the other 2 people who entered the store while I was waiting. Make of this what you will.

I had been with at&t for MANY years and have never had any problem...until now. I had a 10 and…read morewanted a 13...so in February I went to upgrade and I was told "your plan doesn't qualify for an upgrade". I told them do NOT change my plan, I just want a new phone and wouldn't have had any problem paying for the phone. They upgraded my plan AND are trying to make me pay for the phone as well...I'll tell you, that AIN'T gonna happen. An upgrade means a FREE phone. I was repeatedly told they would give me an "even trade" for my 10 to get a 13...that also says FREE to me. The 13 was $799 and they gave me $800 for my 10. I've been to the store FOUR times as well as talking to customer support twice but talking to three different people, just to try to straighten it out and all I have been getting is the BS run around and I got fed up, so I went to T-Mobile and was treated very well. My at&t account was canceled on June 8 when I went to T-Mobile. I went back to at&t today (6-11-22) and was given more BS. They said I couldn't return it because I've had it more than 14 days but I'd have to have the box and charger and pay a $55 "restocking fee", $688 left on the phone ($743) because they'd have to return it. I'm not paying for a phone to give it back to them, for them to send it back to apple, have it "refurbished" to be sent back to at&t and they resell it. So, for anyone that is thinking of going/staying with at&t...don't.

all I needed was to buy a phone case upon entering the store there was 1 employee he was with…read morecustomers after standing there approx 10 mins he spoke to me for the first time and said I'll be right with you and I told him I just need a phone case he said ok there was another employee sitting in the back this entire time I stood another 10 mins but the one on the floor was having a hard time getting the people's phones connected he was on the phone with customer service and all of this I had been there for a little over 15 minutes at this point I stood there for another almost 15 minutes listening to him talk to his other customers him and his other customers that were obviously so important we're waiting on customer service to call him back at no point did he ever say hey I'm going to ring this phone case up since we're waiting on someone to call us back he could have waited on me four times over while he just sat there and laughed and joked and carried on with the other customers waiting on someone to call them the other employee didn't even bother to greet me most less wait on me this location at the Mercer Mall has the worst most rudest customer service I've ever seen from employees they are always dressed like they just rolled out of bed and came to work wrinkled slouchy clothes and then they treat their customers with as much disrespect as they treat their hygiene and looks for coming to work you can tell they don't care about how they look or their clothes and that's exactly why they don't care about customer service either these employees are there to simply draw a paycheck and they care about nothing else so they treat the customers optional as much as I pay for my phone bill every month I'm not optional either I'm a priority or I can go elsewhere do better and fix this problem at Mercer Mall T-Mobile

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