I had a very disappointing experience at this AT&T store, largely due to the service I received from an employee named Abigail.
My husband and I came in ready to trade in our phones and upgrade. I was genuinely interested in possibly switching from Apple to Samsung, but I had some basic questions since I've never used one before. Abigail stayed seated across the store, spoke to me from a distance, and made no effort to engage or assist hands-on. When I asked her to come over and show me features, she seemed unfamiliar with the device and ultimately just said "I don't know" and went back to her seat.
Because of that lack of knowledge and effort, I ended up going with another Apple phone--not because I wanted to, but because I received zero guidance. I essentially made the sale myself.
It didn't stop there. She did not clearly explain our bill or break down the charges, but somehow added protection plans and upgrade fees to both phones without properly informing us. That's unacceptable.
The overall atmosphere in the store was just as concerning. The phone rang multiple times while we were there, and no one answered it. When I returned later to complete my trade-in, I was told they couldn't accept my phones because they were out of printer paper--which is incredibly unprofessional for a store handling transactions like this.
On top of that, another employee openly admitted that they avoid answering calls because they don't want to deal with repeated questions and prefer forcing customers to come into the store to drive commission. That explains a lot about the experience.
Between the lack of product knowledge, poor communication, hidden charges, and overall disinterest in customer service, this was one of the worst retail experiences I've had. I would strongly recommend going to a different location if you expect any level of professionalism or help. read more
