On Saturday 01/10 around 6:00 PM, my family and I went to the AT&T store on W Shore Ave in Holland, MI. We had a 6:30 PM appointment and arrived early. We were told there would be a wait, which we understood. While waiting, one employee (not assisting any customers at the time) made multiple unprofessional comments, including remarks about customers who did not speak English and were using a translation app. That alone was uncomfortable and unnecessary. After initially offering to help us, the same employee suddenly refused once my parents came inside, became hostile, shut his laptop abruptly, and escalated the situation aggressively. He told us he is commission based for pay, that it wasn't worth it staying late past 6:30pm to help us. He got in my personal space, raised his voice, pointed his finger in my face, and told us to leave -- even though we had an appointment and had done nothing wrong. He was the one who offered to help and then refused. During this exchange, he told another employee, who is black, to "come get your people." We are Black. That statement was shocking, hurtful, and felt racially charged. Without any threats being made by us, the employee called the police and claimed he was "scared for his life." When officers arrived, they did not review store footage or investigate what occurred. Management instructed police to trespass all of us, including my mother, who had not spoken or been involved at all. We were removed from the store and told we are never allowed to return. What was supposed to be a simple visit to switch service providers turned into a humiliating and traumatic experience -- especially for my mother, who has health issues and was deeply affected by the stress of the situation. I am sharing this because no one deserves to be treated this way while simply trying to do business. We are now pursuing this matter through the appropriate corporate and legal channels. If you are a person of color or someone who expects professionalism and respect, please be aware and make informed choices about where you spend your money. read more

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Staff is friendly and always greer you when you walk in. I was disappointed to find that when you order a new phone in the store, they add on "Next" upgrade and phone insurance without asking. I suggest asking what additional plan benefits are being charged before you leave. They were able to stop the future charges when asked. read more

Emptish dirty and unkept store. No line, but was never greeted, shown where I could wait to be helped or anything. Really weird experience given I was trying to give AT&T some biz. Literally walked in and out without a word ever being mentioned to me. Go to wireless zone where they'll set you up with Verizon and a plan. They'll actually treat you like a person there. read more

Why make an appointment when they don't even go by it or even care that you made an appointment? Horrible costumer service.

Poor customer service! They make you wait forever and don't even acknowledge you are waiting for almost an hour!!!!!

Yaaaas! I have AT&T but whenever I wanted a new phone/accessories I'd avoid going to them because I wanted to get the best bang for my buck. However, my iphone 4s had seen the last of its days and I needed an upgrade quick. My battery life would die at 80% and the touchscreen would stop responding (all things my dad says he could fix, so saving the phone to bring to him later haha). Went into around 6:30. Probably a bad idea since they were closing and everyone seemed to be helping other customers. The last time I was here when my SO needed a new phone there was no wait (but then again that was in the afternoon on a Monday). However, despite the wait I was quickly addressed, put on a waiting list and they asked what I needed so that they could attend to my services right away. Customer service on point. When it came time to get a new phone I had asked for an upgrade, but I didn't have all my login information on me. They waited patiently with me as I kept apologizing every 3 seconds. I had Ray help me out and he was awesome! He'd been in the phone service for awhile and kept things as real as possible (IE didn't haggle me about phone insurance, getting a case, blah blah). Don't really know of anyway this AT&T establishment could improve, so hats off to these guys. read more

Very disappointed today. I came into the store and neither of the two workers acknowledged me. Yes, they were with customers and I appreciate their willingness to help them. However, I waited in the store for 15 minutes in silence before I asked a worker how long I would have to wait. I got a rude/annoyed answer, saying she didn't know because there were only two workers who were both helping people. Not knowing how long is understandable, but she could have been nice about it and suggest waiting a bit longer or going to another store. Instead she just ignored me, expecting me to just wait. I am patient and don't mind waiting, but the store was going to close at 6 PM. I got there around 5:10 PM to make sure I had a good amount of time to just pick up a new phone. I felt like my time was not respected at all. I am a full-time student and work three jobs. I have had a broken phone for weeks and finally was able to make it out to the store today, only to have left with a terrible experience. read more

I had an unusual but not impossible technical difficulty- I needed to port my phone number from Google Voice to AT&T (because I already have a discounted plan with them). Even more unusual, though, is finding a customer service rep who's willing to endure the rigor of trying something they haven't tried before in order to help out their customer. I got lucky- service reps are often hit or miss and if you have anything AT&T related consider talking to Luis at this location just off of 31. He was all kinds of friendly and patient and interested in the process which can apparently be a bit more complicated than a typical number port. If you need somebody who's genuinely helpful and friendly, go talk to him! read more

Surprisingly...extremely satisfied. I had a quality issue with a 4 month old high-end HTC phone, that HTC would not stand behind. I stopped by the store to talk through the issue, and was offered a like-for-like exchange even though I didn't have insurance. I could not be happier with the service and the experience definitely shifted my perception of AT&T. read more

Poor service. Can't wait to get out of this contract. Need to swipe my drivers license to answer questions about my account, even when I have my bill in hand. This contract can not end soon enough. Going back to Verizon ASAP! read more

Kimber was an excellent rep. Had all of the answers, was friendly and personable, recommended great products/services, and really enjoyed her job. Not only was she knowledgeable, but she truly believed in the products and had honest answers to help me make a good decision. GOLD star for her. I've had AT&T for almost 10 years now and their company just gets better and better. read more