Company Review:  (unfortunately, this hurts all local AT&T Stores, so I'm posting it at multiple) AT&T has fragmented its business model so poorly, that phones and deals done at Target or BJ's or other retailers cannot be supported or investigated by in store staff.  Okay, sounds fair you might say, but AT&T CORPORATE STORES CANNOT HELP YOU if you performed a PHONE PURCHASE, UPGRADE or other transactions with AT&T directly using their OWN CORPORATE RUN WEBSITE?   What a farce.  And Goodness help you if you go to a RESELLER STORE MASQUERADING AS A CORPORATE RUN STORE, because there is not an obvious way to know the difference, but they'll be even less helpful!! I'll be leaving similar reviews at all the local AT&T stores.  If you want to be able to go, and have a Store Manager fix an issue for you, ONLY deal with the store directly, never the online store or phone customer service.   The whole company is built to grab your money and waste your time.   Consider another cellular provider. read more

I think some people are unfair in reviews. It affects the whole. I am sorry if folks had a bad experience and it does happen, I know this. Let me tell you our experience. I met with Brian in the West Springfield office. He was funny, polite and didn't push any sale on us. He tried to get any discount he could without being prompted to do so. He did not rush us, yet we were going beyond the hour an opener should still be working. I called him this morning as I had a few questions, he gave us the same help as last evening. It was actually the best experience I have had with a phone upgrade. Seamlessly easy. read more

I believe everyone's entitled to their own opinion about the staff in this location but tbh they are nothing but kind friendly and charismatic very knowledgeable super helpful and they take their time with the customer to make sure they cover all the clients needs and expectations. So far i have "0" complaints cant ask for anyone better than these bunch read more

This store is the absolute last place to purchase any product. My first indication of a problem was when the agent said "oh galaxy we drink the apple kool-aid here but I'll see what I can,do." I was purchasing a new phone . Everything he said was wrong as evidenced by my first bill. Additionally while in the store he and the manager .are derogatory remarks about client as they left the store. This is a terrible store and ATT should visit this location and experience the way they treat the consumer. read more

Can I give it a negative 50??? Be very careful- the agents there lie to make sales. Do NOT ever trust the sales people at the Riverdale Rd West Springfield store. 1. Went into store with an iphone 13 max- asked if I was eligible for the "trade in promotion" that was occuring- answer was yes.Told them to pull up my phone TO MAKE SURE, which they did and again said yes- you will get between 800-1000. They even verified with their manager. 2. Ordered the new iphone 14 pro max. Came in a few weeks later. 3. activated the phone, moved everything over etc on October 13. 4. brought the phone into the store on oct 22 to trade it in as promised. Agent takes it, works on her ipad and says your trade in value is going to be around 450.00 I said wait a second I was told, when i started this that it would be between 800 and 1000 and the phone is in perfect condition physically and working condition etc. She said ok but you owe on the other phone. I said but I have the early trade in that I pay for and she said (basically) too bad so sad deal with 611 directly or give us back the 14 and turn your old phone back on. Nope. Don't lie to me to make a sale then expect me to go away quietly- not happening. 5. Called as I left the store, went through 611 who was, as usual having computer issues, and hung up on no less than 6 times. Today I was transferred from customer service to the trade in department to the direct tv dept to the home internet department and now back to customer service. They have no idea how to fix this- they repeatedly ask me to repeat my phone number, our password, you name it because they are not in the united states and their english is poor. I have been on the phone over an hour now with no one willing or able to help FIX THIS PROBLEM. This isn't pocket change we are talking about its over 500.00 they are trying to steal from me. You are better off using 611. read more

I saw John at At&t. He helped me pick out my daughters first phone. He was so helpful and made the experience awesome. I would definitely recommend this location. read more

Friendly, knowledgeable staff. Best AT&T store in the area. Greeted right away, they make you feel like family. A plus

I went in to get a new phone, just replace my old one. I was convinced to try a bundle, it wasn't suppose to raise my bill much that is why I accepted the deal. Turns out it raised my bill 100 plus dollars and I have been trying to reach the person that helped me for 6 days to get it changed. I have left my number each time I called and still no call back. I was told I would be called back the 1st day I called. I cannot believe that lack of professionalism. read more

This place is a joke...... go in with a damage phone and they are not sure how to help me so they are making me call to get a new phone instead of doing there fucking job read more

I'd give no stars if it was an option. My boyfriend & I arrived at the store a little before closing time. As we walked in the large black gentleman said, "shit" in a stage whisper & then loudly announced to the other employee to "lock the door." Granted we were there close to closing time (I had explained to the large black gentleman that we would've been there sooner but I had just had a rock thrown through my passenger side window on the way there) he was less than sympathetic. Now if I'm not mistaken these people work on commission, meaning the more phones they sell the more money they make. Obviously someone needs to explain this to the employees at this store. We were rushed & made to feel as if we were bothering this man. Way to go guy! I'll be buying my new IPhone from someone who knows about good customer service. read more

My most recent experience with this store was awkward and uncomfortable. I scheduled an appointment online and called to reschedule to a half hour later because I was stuck in a lot of traffic. When I tried rescheduling, the man I spoke with said that even if I make an appointment, I still have to wait because he "only has three guys". Basically, don't bother making an appointment because you have to wait anyway. I came into the store and felt very rushed. Mike was the man who helped me. I came in for a very specific reason - to exchange my iPhone 5 for an iPhone 6s. Throughout the transaction, he asked a lot of questions about me personally (where I went to college, how I was related to the other people on our account, how my boyfriend and I were "doing", if we own a house, etc). He also tried to sell me an expensive speaker and a home security feature which I said more than once, that I was not interested in. I was not given the option to choose my phone case or screen cover. He picked both of those items out for me - and not the cheap options! Phone case was $40 and the screen cover was $45. At the time I didn't realize it, but the phone case had a clear background and I would have never purchased a case with that feature. He also chose the screen cover for me, and after placing it on my phone and coming home, I could see that it was either a) not placed properly) or b) designed poorly. The screen cover is now coming up on the bottom, as it was placed over the "bumpy" part of the iPhone. There is dust and dirt accumulating underneath. Additionally, Miguel the manager was awkward and seemed bored. Several times he came up to our table and asked why I was here, what I needed, tried to sell me additional products, etc. There were a lot of other people in the store at that time and yet our table was the only one he came up to. Overall this experience was a poor one. I usually have an okay experience but this one was not even close to acceptable. read more

Extremely poor customer service with a bad/lazy attitude. The good news is that the service was so poor I went to Verizon after many years as an AT&T customer....better coverage area, better staff, and cheaper service (at least for the plan with multiple devices). Thanks Lenny, I'd still be AT&T if it weren't for you! read more

My phone no longer worked after having it for only 3 days. I tried speaking with this store to assist with replacing the phone since it was still under warranty. I spoke to the store manager (or so she claimed to be) named Natasha and she was incredibly rude to me throughout the whole process and didn't help me in any way. I was so upset with how I was treated that I will have Verizon buy my contract from them. Do yourself a favor and do not use this store, I have paid a lot of money to AT&T over the years and was treated like scum. shame on you! read more

If I could give zero stars I would. The worst customer service I have ever received. I walked in to return a phone case. I had to put my name in a queue (which I feel is unnecessary for making a return) and wait until my name was called. Although it was frustrating, I waited around, even though there were several employees loitering around and talking. Then, a customer came in after me and was helped immediately. The employee must have realized I noticed this, and told me he would be right with me next. He then proceeded to assist this customer, while I had already been waiting. After waiting around for an additional 10 more minutes, I left. The lack of customer service at this store is definitely something that needs to be addressed. A return is something that can be done in under 2 minutes. Assisting someone with opening a line and getting a new phone is much more lengthy. At this point, I am exploring other carriers, as this is not the first unresolved issue I have had with this company. read more