The manager, Samantha at the Old Saybrook, CT @AT&T, was spectacular! She was the only staff in the store at first and effortlessly handled walk-in customers, and phone queries as well as handling my phone issues! Samantha is a truly knowledgeable (and valuable because of that), and smart salesperson. I watched her up-sell to a customer, offer sage information to another as she continued to keep me updated as we were going through my own sets of phone issues. I highly recommend Samantha for all of your needs and her stellar customer relations. read more

A few weeks ago, I set foot into the Old Saybrook AT&T store. My reason for visiting was to ask questions about a plan and inquire about an iPhone I really want. Once I walked in, a very kind sales representative named Ron greeted with me a smile and a warm welcome. His demeanor shows exactly how much of a caring, easy to talk with, and personable human Ron truly is! I sat down and waited patiently for my turn in line. Three customers were ahead of me, to which are all so nice. Being able to have short conversations with them was so worth it. Once Rob has completed his assisting those customers, he approached me and we began talking about my reason for coming in. I am looking to get an iPhone 16 Plus, as the color selection is amazing! Ultramarine Blue, Pink, and Teal are all very pretty colors! While my favorite color is purple (no particular shade to be exact), I am between the pink or blue one. I asked about the lines as well, and how much they would cost. When Ron shared how much a line (the cheapest one) would be, phone included my jaw dropped (in a good way)! The advantages of an AARP membership are indeed fabulous. I'll be paying less than what I've been paying for service though another carrier, who in my option has the most disrespectful customer service representatives (phone, not in store). They price gouge and try so hard to pressure me into adding perks. No thanks! As of tomorrow. 3/13, I will officially be an AT&T customer! :) YAY! Shoutout to the Mr. Hunt Newton for being so great! I've heard numerous wonderful things about him. And of course, I cannot forget someone else who is not only one of my best friends, but also a sister. She is one of the many reasons I'm making the switch! Deciding to make the switch to AT&T was absolutely one of the best choices I've ever made! I'm super stoked about becoming an AT&T customer and will NEVER look back, as I definitely do NOT regret this decision! :) If you are a first responder - volunteer or career, a healthcare worker, etc - there is a program called FirstNet designed exclusively for individuals in those fields. I know for sure that AT&T will NOT disappoint! The Old Saybrook store will be the location I'll be activating my iPhone 16 Plus at and my go-to for questions. read more

The service in the Old Saybrook AT&T was nothing short of horrendous. I was one of three customers waiting in front of store for the opening. They did not open doors until 10 minutes after they were scheduled to open. The store was short staffed with only one service attendant. I kindly let another older customer go first with her service needs. The service employee who was working was rude and did not seem helpful as he said "get comfortable it's going to be about 20 minutes." I then left the Old Saybrook store and headed to the Waterford CT location where I was greeted immediately for my service needs. The attendant in Waterford was kind and extremely helpful. I would highly recommend the Waterford location and would strongly not encourage any customers to go to the Old Saybrook location. I would highly recommend the Waterford location in the low foot traffic yet high character Crystal Mall in Waterford CT. read more

Insulting and failed to do a basic phone set up. Employee was having difficulties adding a new line to my plan. Started off with his tablet freezing. I can understand how technology can be fickle so he deferred to the computer. Then hit another snag and blamed the type of account set up/ plan I have. Then lastly blamed my credit score. Stating bluntly and loudly that it must have been because my score was bad I front of other people. Employee: It's your credit. Me: What, no it's not. My mother: No it's not if it were she'd have been asked to put down more money. Employee: Well I just assumed. The employee: Tom, didn't even look at my credit score. Also to implied and state something so rude in front of mixed companies is super insulting. I ended up calling corporate to set up the phone because the employee failed to set up the SIM card properly in the store. The phone still requires additional assistance with set up because of this failure with the sim car activation. Really unprofessional and I'm extremely disappointed. I love AT&T, but the customer support I received at this location was so bad I wouldn't ever go back to this store. What should have been a fun experience left me crying instead at home last night. Thanks for the cruel out of place jab at my finances completely uncalled for and unfounded. By the way my credit is just fine. This is what you get going to a franchise store instead of corporate. Please retrain employee. read more

First world problem alert. In a moment of insanity, I tried to switch from an iPhone to an android. The good man in AT&T Old Saybrook cautioned me that is was possible but a giant headache. Being the pig-headed numbskull that I am, I didn't listen. Well, about 2 weeks later I returned, hat in hand, begging to go back to the iPhone. What a fool I had been. Who knew I was so attached to the iPhone?!? Not me! Who knew the transition would nearly break me?!? (Well, the AT&T guy but I digress). I had missed the 14 day return window by a hot minute but Ron and the crew helped me complete the transition back to an iPhone. The relief of being back with the familiar and now beloved iPhone. Reunited and it feels so good. Thank you! read more

This store knows Saybrook! They take the time to explain everything very clearly. They are helpful and patient. Easy location and ample parking are great too. My entire family comes to this store even though there are other stores closer! read more

Very odd and demeaning experience at this store. Purchased a new phone with a defective headphone jack, and brought it to the store twice attempting to have the problem resolved. Both times was turned away without any offer from the staff to replace it -- as you can do within 14 days of a new purchase. Was finally told that the store didn't stock this particular model more than once a year -- in other words, there was no way for them to replace it until "next Christmas." Long story short: bought a phone that didn't work, and the store staff refused to replace it under AT&T's own plan. Can you imagine buying something from a store that didn't work, and being told that you were stuck with that device -- no return, no replacement -- and there was nothing further they would do for you? Just bizarre. I've never run into anything like this before. I guess I'd say "buyer beware" to anyone purchasing a phone from this store -- once you've paid for it, you own it, period. No one working at this place should be in customer service, or any kind of service, honestly. They're lacking something. read more

Super duper busy and the staff still managed to give great service to everyone! I'm not sure how they do it. Transferring files for one person, greeting those who come in the door and activating new phones simultaneously. One star off to owner for not scheduling more employees during such a busy season. Unfair to the staff. read more

Needed a new phone. Place was very busy. Josh gave us 100% of his time, expertise and advice. New phone was completely set up before leaving the store. Glad my son and daughter in law were there to explain the new technology. Being over 60 yo it's kinda nerve racking getting an upgraded phone. All went smooth by being with the right people to assist me. read more

Very poor customer service, Tom the only salesperson in the store was actually rude, after waiting 20 min., he broke radio silence by saying, "I will need at least another 10 min. With the one and only customer in the store, he was complaining that his boss is out most likely fishing. I certainly will not be back in this store. read more

I would not put one penny into this store's pocket... I feel sorry for the good folks who are stuck working there.