Yesterday 12/29/2017 - One of the phones on my family plan stopped working. I called ATT and after a few useless suggestions about restarting the phone (which of course we had already tried) they told me to take it into the ATT store as the issue was likely a sim card. We took it to the queensgate store. A young man examined the phone and stated that that it was likely the sim card. He replaced the sim card, still not working. He told us that we needed a new phone and that the phone was bad. I asked him several times "everything on the phone turns on and works, it is only the ATT network which is not recognizing the phone, are you sure we need a new phone?" He said yes. So we bought a phone right then and there. We asked him to transfer the pictures and contacts from the old phone onto the new phone. We sat there for about 20 minutes and watched him try and get the new phone to work. Finally we told him we were hungry and would come back after lunch. We finished lunch and went back. We were told that there was something wrong with the phone number and that the new phone was not working. We were told that we needed to take the phone to a corporate store near Winco. I asked him "so I didnt need to purchase a new phone?" He looked sheepish but never apologized, or offered anything for our 2 hour waste of time. He tossed everything into a bag and sent us out the door, he didnt even offer to call the ATT corporate store and let them know we were on the way. I asked him "Can you call them?" and he just repeated that we should just tell them that the phone wasnt working. To say that this young man was completely worthless and unprofessional would be an understatement, it was obvious he did not know what he was doing nor how to address the fact that his incompetence wasted several hours of our time. We took the old phone and the new phone and the new sim card we bought to the ATT store next to Winco in Richland. Brian and the store manager Kamille greeted us. We explained what had happened and Brian got to work. They figured out in less that 3 minutes that the new sim card was not activated. They asked if I wanted the old phone to be reactivated or the new phone. Having already purchased the phone outright I decided to just activate the new phone, in less that 5 minutes the new phone was working and all of the contacts and pictures were transferred. We were then informed that the queensgate store is an authorized dealer and not actually employees of ATT like the store next to Winco. Its unfortunate that ATT does not require better signage so that unsuspecting customers do not waste their time at "Authorized Dealers". Save yourself the trouble folks, avoid these authorized dealers and go straight to the people who actually work for the companies they represent. The authorized dealers are just used car salesmen with a pitch and nothing more. They offered us nothing for our trouble because they are a private business there to sell phones and make money not satisfy customers and solve problems. We ended up buying a phone we didnt need. read more

Let's talk about the mansplainer Josh who "helped" I get it's their job to try and talk you in to up your plan but when someone says no they mean no.This dude brought it up 4 different times. When says the phone they want you don't have rude hospitality about it either "well your app usage shows this much it's not going going to make a difference when you get the phone" if your paying my bill it's not your business. Let me ask you this Josh if I was man would you give my sister and I the same customer service. read more

Let Adrian help you find a device and a plan to suit your budget and needs! Kind, knowledgeable, efficient, generous with his help.

If I could give a zero star rating I would. They, multiple sales people, spent almost 20 minutes trying to get me to buy a phone way more expensive than what we needed to replace our damaged iPhone 5s. Terribly unqualified customer service reps and bad customer service not listening to the customers only interested in sales. I will never be back to this location. We ultimately purchased a brand new i phone 6 at another retailer for $120 LESS than at this AT&T store. Terrible service and outrageous prices, there isn't any reason for any one to walk into thus store. read more

I've been an AT&T customer for over 20 years. There's been a few hiccups, but nothing not easily fixed...until now. Unbelievably terrible customer service! This store completely messed up our accounts, however, from the rep to the manager, does not take responsibility for their mistakes. Flippant attitudes and rude! I'll never return. read more

Ugh! Another major carrier with terrible customer service. I have been a long time AT&T customer but switched to Verizon thinking it had better service in the area, however, my wife and I were not fans how Verizon does not allow you to talk and surf on its 4G network for iPhones. So I considered switching back to AT&T. So one of the rep who calls himself the same name as the creator of the Beats Headphones, assisted me, well sort of. He was helpful in explaining the new promotion but could not articulate how much I would pay per month, he kept saying "something like that amount." Second, like all carriers these days, he pushed the plan where I pay a monthly fee to subsidize my phone but disguised as a plan so I can get an earlier upgrade. You know that these reps are just incentivized to hit certain numbers in a month and if they do they get a free iPad or phone. So I told the rep I would come back, but I would wait to buy it from him so he could get the sale. He was off the next day but told me to text him. I texted him but got no response. When he got back to work he texted saying he got my texts. I texted him I wanted to come in to switch service but asked for input to 3 questions to which I received no reply. Basically these carriers can do whatever they want and customer service is not a priority at all. read more

It's the little things that matters like when Raheem was on his actual lunch break, but stopped during his lunch break to make sure he helped me and to get me out the store. Thank you Raheem. read more

Phone insurance was added, a mess trying to get it cancelled. Asirius...worthless. claims are denied for whatever reason they can find. On hold for hours, ATT not much help with it. They transfer to phone insurance and phone insurance transfers back to ATT. Its a joke, seems like they want to take your money and provide no service. read more

Getting a new cellphone is always challenging for us, because there are so many things to consider, and making poor choices can be expensive. The salesman at the company store near Winco/Richland - (Alejandro - who was very patient with us old folks) facilitated one phone upgrade, and he encouraged us to switch to a different plan to save money & get additional benefits. It seemed too good to be true that we could get so much more and pay $40 per month less for our family plan with 7 phones! But the iPad screens he showed us seemed to confirm his recommendation. I didn't think to take photos of his iPad screens, or to print out or send us that comparison information. When we got home, AT&T had sent us a stupid confirmation that shows our bill would go up almost $300 per month. I freaked out -- what had we done?? My money-wise daughter who understands ATT's very complicated statements accompanied me on a return trip to the store. With statements, calculators and spreadsheets in tow, we both needed to see proof of that $40 monthly savings. Britney Faubert assisted us on our return visit. She was ever so patient, explaining the features and credits that weren't included in AT&T's confirmation email, and she proved to us that the changes Alejandro recommeded would indeed be saving $40 per month. It could have been a very tense situation, but Britney handled the return visit with patience and understanding. We departed satisfied that all was well, and pleased to have been able to take advantage of their 25% military discount & the additional perks that are currently offered. Kudos to Britney for her professionalism & to Alejandro for his transparent salesmanship. read more

A disaster! Phone ordered in October - promised delivery in November then unannounced change to mid to late December that I would not have known about if I had not called to inquirer where my phone was! Still waiting....... An Apple IPhone cannot be this complicated to order?? read more

My husband and I ran into the perfect AT&T rep for retired people! Bang is obviously very bright and competent, but it's the ease with which he dealt with two less-than-tech-savvy retired folks like us that made our experience of buying a new phone so enjoyable! read more

Workers had zero interest in any customers interests or needs. Severely understaffed, I was wondering around the store confused for at least 10 minutes before I had to try and find someone to help me and when I finally did I was brushed off and ignored. read more

My husband and I went into the store to get help with a DirecTV issue. We were told only a manager could help us with the issue we had. After an employee checked with the manager, we were informed that she was in a meeting and would not be available for another hour. So, we agreed to come back in an hour, which we did. When we got back we were again told she was in a meeting, and would be going home after the meeting ended. We asked why we weren't told this when we had been in an hour ago, so we wouldn't waste our time coming back. We were then told repeatedly by all four floor workers that was what they were told and one even said, "Don't kill the messenger." Honestly, we had every right to not be happy and inquire why we were getting the brush off again after being told to come back. Do not go to this store. The people are rude, and don't give a hoot about helping you. Don't waste your time. After over 30 years with AT&T, I honestly think it's time to talk to another provider. So much for them caring about me as a customer. If I could give less than a 1 star rating I would. read more

For customer service issues, do not visit this store. Sales representatives are only interested in selling new service, new phones or add on's. Any other issues, they will just tell you to call the 1-800 number and lie about not being able to help you. Fortunately, I was able to get ATT corporate customer service involved and we were able to file a customer complaint against this store and staff. Hopefully ATT corporate takes action on this store location. read more