My wife and I went to upgrade our smartphones this week. The rep that helped us seemed distracted…read moreand routinely needed to be reminded of details. The phones were activated in-store, and so far the devices have worked according to specifications. HOWEVER, the phone numbers assigned to us were incorrect, with my wife receiving my number, and vice-versa. I have spent hours on the phone with AT&T customer support and technical support. The refrain seems to be the same each contact, the rep at THIS store COULD correct the issue, but because my wife was not present with me., nothing was done. Additionally, the PIN needed to access support was not set as the number we requested. And apparently there is no way to fix that, either. I use my phone for work, this isn't simply a minor inconvenience. Folks under fifty simply don't pick up if they don't recognize the number. Despite the fact that this is a major issue, the reps at the store did not make even a small gesture to show they had any empathy for my problem, let alone work to resolve a problem they created. I cannot recommend the Burnsville AT&T store to anyone. Go anywhere else.

This review is more a reflection of AT&T as a company rather than this specific location but…read moreconsidering I gave them 8 years of business they get the credit... The cell reception in my home was so bad that I had to purchase a microcell to run the signal through wifi. Instead of AT&T providing the service I paid for, I had to throw more money to fix their problem. Over the years I've talked to their sales staff a few times about getting a better deal on my service plan and upgrading the phone. Each time it felt like an upsell without any additional benefit or acknowledgment of being an 8+ years loyal customer. I finally came to my senses and switched to Verizon - now I have great reception at home, brand new iPhone, and a service plan half the price of what I was paying AT&T!

We went to this store to see what AT&T could offer us on cellular service because we were tired of…read morebeing ripped off by our current provider. And employee, (who's name starts with A and ends in I), told us our current phones would get us a $1,000 trade in credit which would cover the cost of our new phones. We weren't really looking for new phones, but if that was the deal, why not? He said if we waited a few months, the values would drop and we wouldn't get as much for them, so it was better to do it sooner rather than later. According to "A", we'd have "brand new phones at no cost and our monthly bill would go down." So a few days later we went to the store to get everything in motion. We made sure we dealt with A since he was the one who gave us all the information and knew what we needed. As we start to get into the deal, suddenly we owe a $1,200 deposit for the 3 phones. How does a $1,200 deposit equal a "free" phone? At first we're told it was because of our credit, which he didn't take any of the necessary information to run a credit check with. And we have excellent credit scores, so that's not the case. He says we'll get our deposit on the phones back through a "credit" on our bill of $11.11 a month per phone over the span of the 3 year contract, which makes our phones "free". But they're not "free" if we pay $1,200 up front. This is where another employee (who claimed to be the manager) joined in the conversation, uninvited by the way. He stated "free" is just the word they use to get customers to agree to the deal "because people will jump on that" and that the phones are never really free and all providers do the same thing. His exact words were "It's the same game, just different players." While this was the deal we got from Verizon several years ago, it was disclosed up front. This was not the case at AT&T. And the manager refused to admit this was a deliberately misleading sales tactic and tried to argue with us like we had never done this before. We asked "A" how come he didn't disclose this and he said "You didn't ask." We went off the information he gave us, we trusted he was being forthcoming. He wasn't. He then told us "I'm not helping you anymore because I'm leaving this company anyway." The final straw was when the manager said "Y'all can just dip." The level of dishonesty and unprofessionalism by the employees at this store is absolutely absurd. They deliberately lie to you then say that it's not a dishonest practice because "everybody does it". Nobody does it as deceitfully as these guys do. The alleged manager at this store is unprofessional, deceptive, and disrespectful to customers. He continually talked over us, raising his voice several times. Stay away from this store unless you like getting lied to, ripped off and treated like garbage. AT&T needs to clean house at this store because they'll continue to lose business from these practices. I wouldn't trust those employees to clean up after the animals at the circus, much less run a store.

Alex was very kind, patient and efficient today when I came in. Great customer service!!read more

After numerous attempt to try to turn in my trade in phones. I just need to drop them off in the…read morestore. I have now sat and waited for hours, for something that should have taken minute's, why the a staff try's to make sales.

We were having problems adding my oldest daughter on our family plan at another store and Andrew…read moreand another guy (blonde) were an amazing help. They worked as a team and helped solve the problem. Thank you for your patience and hard work!!

Thank you all of the employees at this location today- I feel bad that I didn't get anyone's names…read morebut the 3 guys there today all were so helpful and made sure my mom and I were happy with our plans and new phones. They really went out of their way to listen to us and make sure our phones were 100% set up. THANK YOU! Everyone should go to this location- they are honest, helpful and friendly.

This is the nearest AT&T store to my home in Minnesota and I am so glad it is there. I recently…read moreswitched to AT&T from Verizon, because I wanted to be on the same network as the rest of my family. Anyways, I went in with my Verizon iPhone 6 and asked them what I needed to do to switch providers. Since it wasn't busy, there were 2 associates helping me. They were both very kind and made it simple to understand how to switch providers and what my options were if I wanted to update my phone. After I switched over I thought I would have to purchase a new phone, however, they told me all iPhone 6's were sold unlocked -that basically means you can put the SIM card from any network in it and it will work with that provider- and I would just need to put an AT&T SIM card into it. I was so relieved I didn't have to purchase a brand new iPhone, as I was wait to get the new iPhone 7. When I went back to get the new iPhone 7 it was a busy and I had to wait a half an hour until someone got to me; Which was understandable since it was the Saturday after the iPhone 7 came out. When they finally got to me, they thanked me for my patience and helped me with buying my new iPhone. The one downside to this location is the parking; The parking lot is very little.

After over 20 years of being with AT&T, I had an amazing experience! Carter was knowledgeable,…read morefriendly and very personable. He was able to help upgrade my phone, add a line, and fit me with the correct accessories. I am actually looking forward to going to that AT&T store again.

We were helped in the Southdale store today by Emily and she was just amazing. She was friendly,…read moreknowledgeable and efficient and made the process easy for me to transfer my phone line off of the family plan and into my name only. I cannot recommend this store highly enough and Emily in particular was an absolute gem! Thank you again!

Do not buy from this store which is NOT a At&t company owned store - Shakopee MN . Buy your product…read morefrom a At&t company owned store or online. This location sells defective equipment and then takes a $55 restocking fee for a defective phone. This store does not give receipts, so you can not prove you bought at their store. This store will not tell you it's policy on returns. Your bills will have charges that was never discussed. At&t customer service will not help you if you bought from a non At&t company owned store. Company owned stores do not charge a $55 restocking fee within 14 days but this store in Shakopee does just days after purchase. This store does not care about customers because longevity is not their concern. Company owned stores do care about their customers. Retailers - which is this store in Shakopee (non company owned) are just about making as much money off you as possible. Go online and look at prices. In this location of Shakopee MN everything is more expensive. Stay away from any At&t store that is not company owned.

From the owner: AT&T, serving over 81 million wireless customersread more

Visited yesterday to fix a problem with my grandmothers phone. Eric was exceptionally friendly…read morehelpful and polite. It is very reassuring to know that there are still nice people in the world!

The workers were friendly but unfortunately they misled me at every step of the process just so…read morethey could make a sale. I was promised a credit from trading in an old phone, but according to AT&T corporate, this was all a lie just to make a sale. That is very bad business practice for a 25+ year customer. I felt so good the day I went to this location but the whole thing has turned into a nightmare. To top it off, I found out today the agent(s) who helped me no longer even work there.

Worked with Raevon and Katrina. Consistently a bad experience here. I was swindled into buying a…read morenew phone without the active ATT promotion offered. They refused to address or fix and said I had to call customer service myself. Also had to call ATT after new phone ordered due to issues caused by ATT store rep.

From the owner: AT&T, serving over 81 million wireless customersread more