Because of a repair Apple did on my phone last year, the ID numbers didn't match and AT&T's system wouldn't let me upgrade -- even though I pay for Next Up. After wasting hours on the app and phone with AT&T customer service with no solution, I went into the Dedham store where Elias completely saved the day. His patience, professionalism, and determination were beyond impressive. He truly went above and beyond--advocating for us, problem-solving every step of the way, and never giving up until we were completely satisfied. Elias didn't just "do his job"--he made us feel valued as customers and showed what outstanding customer service really looks like. I honestly can't give him enough stars. He is an incredible representative for AT&T and made what could have been a nightmare into a positive, successful experience. Dedham is lucky to have him! read more

I have an elderly friend who goes in to the AT&T store in Dedham to have Elias help her with the flip phone she bought for her disabled son. This time, I went for her. He was amazing. What he did for me went beyond customer service and straight to kindness. He did so much extra to make sure the phone was servicable and good to go. I tried to tip him, but he would not take any money. Later, my friend told me she had tried to tip Elias, too, and he had refused. He deserves extra for all he did. I hope this review counts as something. Thank you, Elias. read more

Josh was so helpful and patient with my family. He help my family and I trade in phones. He is so kind and so funny!

Waiting and waiting. Bought a new phone which the manager Tracy sold us . While help others and answering the phone while not paying attention to our transaction. Three extra times going to back eight hours of my life. My son's phone continued not to work. I got sent to the Apple Store well they're blaming Apple the entire time. Apple runs a test have to print report to bring it back to her and her trainees all of which could never get the phone to work. She still questioned the report from Apple and the genius bar amazing possibly the worst customer service ever experience. I am calling corporate. way too long to go in there and pay $250 more for a phone I could've just bought on Amazon. Thinking that they would be able to activate reconsidering my activity with AT&T entirely. read more

Justin, the store manager, is very knowledgeable and helpful. Awesome to work with. He explained features on my iPhone that I didn't know about. read more

Appalling! My father (a senior citizen) went into the store and spoke to Frankie Ricci to inquire on switching service from Verizon. The guy had the nerve to switch my First Net phone plan without my consent AND fraudulently wrote a glowing review for himself right here on Google under my dad's account and name. Yes, you're reading this correctly- he went into my dad's Google account and wrote himself a review. This is absolutely illegal. That is a violation of my father's constitutional rights, among other things. It's disturbing. Customers, be careful. Shiesty stuff is going on here! read more

AT&T Store - Mobile Phones Near Me - Dedham, Massachusetts

Josh took care of us with the purchase of a new phone; and we got a deal, adv he transferred info and set up new line and answered many questions. He was patient and knowledgeable and very pleasant to work with! Highly recommend! read more

Got a notification that I was eligible for an update. I went to the Dedham Store I was told to stand by and would be put in a cue and to wait in my car. After an extensive wait a salesperson came for me. He told me I was not eligible for an upgrade until May. When I returned to my car I looked up the offer. I saw that while true the free update was available in May, two other options we're available that would require additional payments. Went back into store again and waited to be signed in. Another customer jumped the cue. When I brought this to the attention of the sales clerk she stated she'd help me after helping the cue jumper. I left... considering leaving my AT&T plan as well. Two problems/potential solutions : 1. Staff numbers and Check in. This location could restore self sign in, which could be done with Covid compliment QR code, without having their understaffed overworked clerks having to keep track who came in first. Any time I have been to this location i have experienced a wait providing me the impression management does not staff it appropriately 2. Better training and sales scripts. Initial clerk "appeared" to do his best but seemed to rely only on menu driven responses that did not include my situation. My visit was prompted by a AT&T notification that should have been tied to my phone number. If staff training is limited, sales scripting needs improvement. I have had very uneven responses over the years from staff here. It also appears to have high employee turnover. Answers have varied depending on who you speak with and their experience. Overall the sales staff seemed to be doing the best under the circumstances they were placed. Management should review policies and procedures as it was a very ineffective customer experience. It has significant eroded my brand loyalty. read more

I needed a new number, so I went to store in Dedham. I was little bit worried because the reviews of this store was terribe. But after my problems got solved my mind was totally changed. I got a service from "John". He was soooooooo kind and sweet. He helped me everything that I asked. Really nicely. I can't agree with people who wrote the review badly but really if they got customer service by John they won't write the review that way. Anyway thank u for your service today John! read more

AT&T Store - Mobile Phones Near Me - Dedham, Massachusetts

I arrived at the Dedham store on 3/20/2022 with a quick question about an old phone. I didn't have an appointment because I didn't know I was going to be there. I get inside and they have me sign up on a waiting list, which I didn't think was very long. I couldn't have been more wrong. There were two clerks waiting on a family of three people who were together and even at that, one of the clerks kept running to the back to the point that after the family of three was finally finished, the tall clerk of the two hid out back in the back office. As I was next in line, the other clerk who was waiting on the party of three tells me that even though I was next, because somebody who did have an appointment, that they had priority. So after about 40 minutes of this, some girl comes out of the back room and immediately waits on somebody else who supposedly " had an appointment ", to which everybody else who didn't have an appointment got the impression that the people who were working at the store wasn't going to be waiting on anybody else anytime soon. There was absolutely no sense of urgency where when people were getting waited on, it took an hour or more for each person with no speed or the thought of " Hey !! We have other customers here. ". Instead they took their sweet time and had the attitude that the customers needed them and they weren't going to work any faster than that. Even the people who had appointments had to wait another 30-45 minutes once they got there. You mean to tell me that it takes an hour or more for each and every customer to get a cell phone at the store ? Even when I called AT&T to talk to customer service on the day after Thanksgiving and it was a call center who knows where in the world, the transaction took all of 15-20 minutes AT THE MOST !!! After more than an hour of being ignored by the entire store, myself and all of the other people who didn't have appointments walked out and the clerks could have cared less. read more

I was desperate to talk to a human who worked at ATT about non-urgent damage on my iPhone's lens, but kept getting redirected to ATT's self-service model in my multiple attempts on their site and phone system. As a last attempt, I called this branch and Colby (store manager) answered. Although I know it's not his role, he patiently explained my options for addressing this issue in layperson's terms I could understand. He even walked through specifically what section of my bill I needed to look at to determine my coverage benefits, and then from there gave me clear next steps of what number to call, what to say, how much I could expect to pay, and how long it generally takes. He was professional, knowledgeable, and communicative. When I got off the call, I felt I had been helped with all my questions and it reminded me of the olden days when customer service was a service hallmark of many retailers. Because of this, I will continue shopping at this ATT Dedham branch. My experience over the phone was A+. read more

ONCE AGAIN MY MAN JOSH @ AT&T delivered on another awesome customer service experience:-) !!!

Used to be able to trust them and felt like they were helping. Last sale though....took advantage and confused my daughter and sold us insurance we already had!!!....Took 2 hours in ATT chat and then on phone to actually get bill "close" to what salesman Devin told my daughter would happen. Hoping going forward we are ok and will think twice before going next time and/or letting someone besides me go..... read more

Customer service terrible. Sales Rep misleading on the products they sell. Manager was unhelpful. Sales rep suggested I get an Apple watch rather than a Android watch. I said why would you sell a watch that you don't recommend after you sold it to me. They could not sync my watch to my phone after 7 visits. Went to At&t in Easton and he fixed it same day Great service, Staff very knowledgeable and friendly. Go to Easton NOT Dedham. read more

The two employees were helping the two customers there I was the third person waited for a half an hour and no one bothered to speak to me or ask me if I needed any assistance or anything so I walked out..:. A simple Hi how are you? We will be with you shortly goes a long way. I've been with att Since before it was AT&T I think I'll be changing my plan read more

Very shady. I went to buy a new phone but the sales's person insisted on selling me the promotion to renew my contract. I said no I just really want to buy a phone and pay for the phone. He proceeded by telling me that my account will be charged $35 dollars for just simply buying a new phone and then even if I buy the phone I only can pay for half and finance the rest because " the system does not allow him to charge the whole price" ...I said so if I go to the Apple store which is at the Legacy Place that is 2 minutes away from the AT&T store and by a phone will I be charged $35 and will I be able to pay the phone in full, he said you can do that and you will not be charged the $35 dollar fee. So I left and went to the Apple store and bought the phone for even less. The sales person was trying to renew my contract for 2 more years without me noticing and getting me to finance the phone so he can get the commission. So stay away very shady and unethical. thinking they can take an advantage of a woman. read more

Very unhappy with customer service by a young lady who works at this location. I had 4 phone lines with limited data and she convinced me while adding a 5th phone to go to unlimited plan. I asked the same plan but with unlimited data? She responded yes. Not I found out I do not have the hotstop feature any longer? Thank you lying to me ma'am. Verizon is looking better by the day. read more

We were having trouble with service so decided to stop in. There was a sort wait but moved quickly. Agent was extremely helpful and fixed all of our phones quickly. There was hand sanitizer everywhere- felt very safe. read more

I stopped in the store because I was not getting any cell service. The man who helped me checked the SIM card and then went into the back to "check your account". He came back out to the showroom, asked me to confirm my name, said, "Someone else will help you" and walked away. Seriously???? read more

I would have rated this with outstanding experience but that would give other prospective customers false hopes if they ever have Adam as their retail sales consultant. Upon entering the store yesterday 07/20/17, we were greeted and then we were approached by Adam. I informed him about my order being placed online and was ready for pick-up. Long story short, I had used another line's upgrade for mine and he informed me that it would deactivate the other member's line once he activated it. And I've told him that our plan has always used cross upgrade multiple times and never had an issue of placing a phone online and picking it up in store. He said the only way would be him canceling the current online order and placing one in store with him. From then, I knew he was trying to make a sale in store for his commission. He placed my device order in store (what a commission on his end prior closing!). Stating he was canceling the previous one online; though logging in to the account to still find that order STILL there and active. I spoke with multiple reps via online chat and over the phone and they stated ANY PHONES ARE ABLE TO CROSS UPGRADE EVEN WITH ONLINE PURCHASES UNLESS THE AT&T STORE IS AN AUTHORIZED RETAILER AND NOT CORPORATE. Which in this case, THIS LOCATION AND STORE IS A CORPORATE COMPANY. Instead of simply informing me that I could have called *611 to have them do the cross upgrade that way instead of the annoying hassle to do another transaction in-store; he did not put the customer first rather his hustle; I mean hear hear on hustling because we all need the money but I mean if you're in a company that is a big company; abide by their rules and regulations and not your own made up tricks. Then my boyfriend inquired about their DirectTV Now app. Adam informed us that it's all in an app on your smart phone and can be synced through any Smart TV; boy he could not have been any more wrong he had been during our time with him at the store. Adam informed me there will be a survey in my e-mail about his customer service and asked for a good response; I mean I will do the survey but I will not BS and say I had exceptional service because he was not keen to his products and services and customer service. He didn't know about calling AT&T (*611) about the cross upgrade and he wasn't very knowledgeable about Direct TV Now in this case, what devices Direct TV Now was applicable with. Nonetheless, I called and spoke with AT&T directly and canceled the Direct TV Now services and was refunded at no cost due to Adam's inability to sell items the product correctly. And was also successfully to cancel the online order he failed to do as well. Poor customer service, lack of knowledge of products and inability to know the difference of what can and cannot be done in store- I wouldn't recommend his services to prospective customers for you will result in a half-ass tasks and completion of what you came in for. Services: 1/5 Cleanliness: 4/5 read more

On February 14, 2021, I bought a Samsung Galaxy A11 at the AT&T Store in Dedham. It is my 3rd phone that i bought there! I used the Curb Side Service. The service was wonderful. The phone was charged and activated. I tested it by calling my wife. The price was amazing! The manager gave me discounts that I was not aware of! Kudos to the manager and his staff! JFP read more

Terrible service. In town visiting a friend and was wanting to get a new phone. The guy didn't even stand up to greet me when I came in. Customer service rated a zero. read more

I am a new customer and was completely lost with device activation and accessing my account. I went to this store (after struggling at another) and the AT&T rep named Kevin helped me solve the issues I was having. He's incredibly knowledgeable and walked me through my options. He took the time to explain carrier device locks and helped to setup my phone. Kevin is a great agent and helped me better understand my phone service! The store was also spotless and while there was a decent amount of foot traffic, the other reps were all smiles. read more

AT&T is a company I have dealt with for years now. I used to use T-Mobile, but once I discovered how much better that AT&T is, and how comparative the prices were, I decided to make the switch in a snap! This has been my most frequented "service store" in the area as they are the most professional, and the only company owned stores.... those "Authorized Retailers" just don't cut it. They don't ever have Kiosks or are nearly as updated, user friendly stores. Plus sometimes those types of stores have egregious overcharges that become cumbersome. This specific store is always well stocked, friendly, and well staffed. Not often have I had to wait for an associate on their organized waiting board, and normally even if so, they are always efficient in moving the line along. Parking lot is never busy and the store is spacious and always clean. They always seem to have more than I'm looking for, and seem to have all the newest and latest technology, so that shouldn't be an issue to find here either. Staff are honestly amazing (especially Stephanie, who I mentioned in my previous review), and so thoughtful and do an amazing job at explaining options fully. When I come to this location, it's a pleasure to be with AT&T, with the others.... not so much. 5 stars. read more

See all

Seriously, Alaa is the **NICEST** customer service person I have ever met. I had trouble because my service had been erroneously ended by an employee at another location (when I had asked to be switched to the primary account holder), and Alaa did everything he could to remedy the situation. I would go back here in a heartbeat even though there are two other AT&Ts much closer to my house. read more

Terrible customer service. Generally unfriendly from start to finish. Fairly rude. Offered what turned out to be erroneous info and made no effort to provide alternative solutions to the issue. read more

Had one of the worst experiences ever and will most likely be cancelling our AT&T service due to this! Went into store on 3/25 at 10:15am, younger guy and gal were both rude and argumentative with me and gave me lots of resistance to speak to manager Jackie. Finally got to speak to Jackie and to my disgust was just as rude and wouldn't let return iPhone that was in 14 day return period. Seemed they were trying to stick me with the phone so they didn't lose a sale. Once they found out I couldn't give them additional commission they did everything in their power to get rid of me. Typical sleaze ball sales people without any integrity! Ruined my morning with how poorly I was treated! read more

2 stars due to poor execution on agreed upon account setup. The reps at this branch were very friendly and attentive. No issue whatsoever with that regard. What became an issue was the bill total that was agreed upon did not show up in the first bill as planned. My wife and I agreed on $210/month with taxes/fees. What showed up on the first bill was $319 because the account was setup incorrectly by the sales rep. I called customer service and an agent confirmed that they would correct the account and offset the difference on the next bill. Fine. Mistakes happen. I called a week later to confirm all was good and a second agent said yes and not to worry. Super. Fast forward 2 weeks later and I wake up to a disconnected phone line and still no adjustment to the bill. I had to call in 3 times because the first two agents disconnected me for a reason I can only imagine was an intellectual inability to process the issue and resolve it for me. The third agent blindly xferred me to another agent without warning and at this point I had had enough and asked for a supervisor who fixed the issue in about 25 seconds. Moral of the story is, anything they quote you for a price, write it down and take names. Be clear with agents on the phone about what you're agreeing to so that when/if AT&T doesn't follow through you have all the ammo you need to correct their mistakes. read more

Life without my mobile device seems unfathomable to me! Especially just before a road trip to FL! When the iPhone 4 S came out, I decided to move my business over to Verizon because I know that their cell coverage is great. What I did not realize at the time was that I would have absolutely NO service at home! I tried to get some help from Verizon, but found none. Instead, I returned my beloved phones and came running back to AT&T, where a very helpful sales woman seemed glad to try to make my transition back as smooth as possible. I came to AT&T for help the day before I left on my 1,500+ mile journey. After a short wait, the service that I received at the store was great! Their follow through on open items after I left the store was not so good, and so I could not grant the 5 stars that I would have otherwise given them. As far as AT&T as a wireless service provider, I am not happy with the many frequently dropped calls. However, I will stick with them for now because service at home is essential. read more

My wife and I went to change plans from Verizon. We also wanted to add a line. Alex was very helpful and knowledgable. He walked us through our options. I would defiantly recommend this location for your phone services. read more

Don't bother calling this location.. they aren't picking up.. also don't make an order online to pick up here either they will cancel your order and say they have no phones in stock.. OH and because of the incompetence of this location, I had to have my credit ran AGAIN. Customer service was absolutely terrible. I would NEVER come here again. We went to Braintree location and they were amazing! Go there!! read more

I can't even begin to explain my experience with this place. First of all, let me begin by saying that I had to visit this store 9 times within a week and a half (that's not a misprint), every time I went in there I saw at least one angry customer complaining about how they were lied to or grossly over charged.... one woman was asking to speak to a manager because they refunded her $400+ into someone else's account, the salesman told her to calm down, it's not a big deal and it's not even a lot of money. I don't even know how I would've handled that situation if that was said to me, I don't even like to think about it cause I'm afraid I wouldn't have been as level headed as she was. This is what you deal with when you go to AT&T by Legacy place... arrogant, smart ass salesmen that will lie, scam and steal just to get a deal done.... then when you go back to fix the issue they literally smirk at you and tell you "sorry, you're locked in now". I've had to call AT&T over 12 times now to get what I was told I would get by scumbag salesman Colby, a smug little scumbag that will eventually learn the hard way that what he's doing is not good business. So do yourself a favor and just deal with AT&T customer service over the phone.... you'll get a better deal without the unethical nonsense and won't be blatantly ripped off...... you've been warned read more

This morning I had the pleasure of working thru all of my issues with deciding if I should replace my flip phone with an updated phone, costs usage and all the rest. The AT&T rep. John Fitzgerald ( in the Dedham Ma) store could not have been more patient ,took time to answer all of my questions and walked me thru the process of sending my pictures to my computer so they would not be lost .I could have not been happier with the service provided by John. read more

I brought a phone at the AT&T store in Dedham. The sales person turned it on and set it up. It would not connect to the free WIFI hotspots. I explained this is what I used in my home and if it doesn't connect it wasn't going to work for me. I stated I wanted to return the phone. They charged me a $45 restocking fee, I didn't even leave the store! read more

We wanted to meet manager, waiting amost two hours and we did not see him, even he knew, that we were waiting

I have been with AT&T as a Go Phone customer for years (5 past phones now). They have never treated me differently from a contract customer. Just changed out to a new Android. I had an old SIM. Peter helped me finally get up and running. I asked for the wrong size SIM without bringing in my new phone and returned with my new phone when the wrong SIM didn't fit. My bad. Fast service with a friendly and patient business manner. read more

Worst customer service. Waited 45 minutes while workers were hanging out chatting with friends and then turned away. Said I wasnt listed on plan. Complete Bullsh/t. Manager rude. Been att customer since it was cell one. Zero empathy for customer. If I was buying a new iPhone probably would have been helped. Needed a new sim card for kids phone. Wasted my friggin time. read more

Picked up the new Iphone 3G S here on Friday and they are pretty good at this location. I have had good luck with great staff taking care of me at various locations. This one was pretty efficient and knew exactly how to set me up and it was quick and easy. They answered all my questions and helped set me up with the new phone. I highly recommend them and the new Iphone! read more

Stephanie was a great help to my family last night. We did 2 iPhone 6s Plus updates and everything was seamless. She is extremely knowledgable about plans and phone insurance options. Stephanie was friendly and patient, not to mention she stayed late to help us set up our phones. I would highly recommend this location, and I would be sure to ask for Stephanie! read more

I must Say.... I have always loved At&t. I have been a customer for many years... and the service has always been great! Ryan Kohl is BY FAR the best customer service representative EVER! He is efficient, full of knowledge, and will not just sell you anything to make a quick buck! He goes over the BEST solutions FOR YOU.... and then lets you decide. He does not push anything on you... but like I said... full of knowledge! He is so helpful! I went in recently, to upgrade my phone! Not only did he provide excellent service... but helped told me all of my options and was there to answer any of my questions! I highly recommend seeing Ryan for any of your cell phone needs! A+++ for AT&T! Thank you for your many years of service! read more