I have been an ART customer since the days of Cingular with multiple phones scattered through the family. I have been to this location multiple times and never fail to be forced to wait long periods and often confounded by surely staff who do not view their responsibility to assist you. This last time yesterday was the worst, walked out after almost an hour without being helped so I walked passed a verizon store and stepped in. They will payoff two phones and give me new phones for six others and reduce my monthly cost by about 40%. So I will be leaving ATT, going to Verizon and Will will speak to the office manager at my firm and switch over the 20 phones there. I am sure ATT will not care and we could not do worse read more

I have been to this store several times it being the closest AT&T store to my house. I have also been an AT&T customer before Cingular was AT&T. Twice I have had interminable waits, surely staff who seemed not to care that a customer waited for a long time. This last time when I took a call having waited a very long time, one of the staff didnt advise me that she would have been available but simply waited on another custoemr who had just arrived and when I asked she said in a dismissive tone that the other customer had arrived first. This is the old AT&T, no competition and no service. I walked down the street and was welcomed by Verizon and who will buy out several phones that still have time before upgrade and I will have new phones at lower rates. Six phones now becoming none soon. I will go back to my firm and suggest (tell) my staff to switch services. We will not miss AT&T and unfortunately I do not believe unfortunately they will miss my and my firm's business. read more

I would leave them zero stars if it were an option. I came here back in May because I was having issues with my At&T phone and wanted them to at least take a look at it and possibly purchase a new phone. Well, the guy working there didn't even want to look at my phone. He had an "I don't care and cannot help you" attitude. Therefore, I happened to see the exact new phone I wanted on their display and asked if I can just purchase this phone as a replacement. The employee told me No, I cannot sell you any phones, you need to go to Best Buy if you want a new phone. I was shocked! I asked whats the point of this store then? He simply told me its for new customers only and they don't deal with current customers. This place is a joke! After such poor service, I most likely will switch carriers in the future too. Don't waste your time coming here. Hope the city shuts this place down. read more

ALERT!! As a former employee I feel like it's my responsibility to tell all the loyal customers of AT&T that this is not AT&T!! Alliance is a third party scammer. I highly recommend everyone who has entered this store to check your bill now! Odds are you are paying 50-100 dollars or more, more than you are told. Joel, Kevin, and JD all all the people to blame. When I was told to be involved in the scamming I turned them down because it's illegal and immoral, and then they fired me! There isn't much I can do do but acknowledge all loyal AT&T customers and DO NOT COME TO THIS SCAM OF A COMPANY!! If anyone can come up with ideas to shut this scam down comment some ideas! Scamming has dated back from the start. Leadership teaches fraud and enforces it. read more

Do not go here unless you want to be a victim of bill cramming!! After upgrading my phone on 9/20, I got my bill yesterday, tell me why I find some new charges that I NEVER approved that were NEVER there before I upgraded?? I find AT&T NextUp Anytime ($10/month per line extra) added onto the 2 lines I upgraded, which I was never told about nor approved to be added. I also found AT&T HomeTech Protection added for $25/month, which I never had before (matter of fact when I switched to AT&T I was told about this, and explicitly denied it as my homeowners insurance covers technology). Here's what really pissed me off: I went, and was GASLIT by the employee that NextUp is MANDATORY for trade-ins, and is "Standard practice to add on to all trade-ins" (the CRS's words, direct quote) and if I remove it I lose the credits for my phone, leaving me responsible for the cost, and even if I wanted to remove it, I can't do it in person. I then left and dialed 611 to talk to AT&T Customer Support, where the agent confirmed my suspicions: NextUp Anytime is not mandatory for trade ins, it is NOT standard practice to be added, and it CAN be removed in store. I went back inside as this amazing 611 agent offered to stay on the line and speak to the in-person CSR and guide them through how to remove it. The in-person CSR refuted the 611 agent saying she was wrong, and that he can't access this option she speaks of to rewrite the contract to exclude NextUp. The 611 agent recommended to the in-person CSR to get a manager to review it, which the in-person CSR just flat out denied to do so. So here I am, sitting here with no clue how to move from here. Still have NextUp on my bill, cannot remove online, cannot remove over the phone on 611, cannot remove in person. I've already filed a complaint with the FCC for bill cramming. read more

This store is hit and miss when it comes to employees addressing your issue. They need to make sure all are as well trained and knowledgeable as some are. But you never know. And they encourage call-backs that may never happen. read more

There was only one sales person in the whole store. My wife and I waited almost an hour while he was helping another customer...who was trying to switch from Verizon to AT&T. He was obviously having a hard time with them and did not communicate how long the wait would be or recommend we come back another time. Poor customer service. We have been AT&T customers for over 15 years and this lack of respect and disregard makes us want to switch plans. read more

They do a very good job at understanding the ATT way of doing things. Much better to go here than trying to do things on line with att customer service read more

don't go here, came in at 3 just to get a new sim and they had 2 people working and a 3rd just sat here couldn't help me. Waiting, waiting, waiting, ridiculous lack of staff to help anyone, need to hire more people. read more

JR is great and has been helping my family for years. Got us a good deal on family plan plus DIRECTV bundle. On that note, I swapped my iPhone 7 for an SE because my phone calls kept dropping at home - either the person on the other line can't hear me or I can't hear them. Terrific internet device, horrible phone. Removing the headphone jack is such an inconvenience. Word of caution, the wait can take so long. I had 2 customers ahead of me and it took 1 hour before JR attended to me. Dawn, the tattooed lady needs to learn some major people skills. She has no idea how to talk courteously to customers, saying things like "it's so hot in here", "you asked me that already", "there is a reason why he's here" and "I already told you before"... read more

Run from this store and DO NOT look back. We came in to buy a new iPhone. So many issues from this 1 visit! The staff ended up changing our ATT account to allow us to access the 5G network. Sounded ok, but the person did not process the change correctly and we ended up with 4 phones on 2 accounts, which doubled our bill! To make matters worse, when I tried to pick up my new iphone the store had messed something up in their inventory and would not give me the phone. We went to another store (please note, the ATT store on 32 is a reseller or something). The ATT store on 146th street was able to corrected our plan and process my phone. Our troubles did not end there. Even though the new phone was active under our account and my phone number, the store still didn't want to release it to me. It took several calls to get this accomplished. Today, a few weeks out from this mess, my SIM was inactivated. I image lingering effects from this store. The staff at this store are NOT trained. Stay away!! read more

This place used to be awesome, a hidden gem. Now it takes forever for them to take care of a customer's needs or to do anything! When they get to you, it's constant sales tactics like a used car lot. Major cringe factor and very annoying! I talked to the GM about this & it never changes. Note to Management: hire more people or come up with better scheduling. Avoid unless you like waiting forever like the DMV back in the day. read more

Went to buy an IPhone and was told by the salesperson who used to work for Sprint that I would have to cancel with them before I ported my number or would be assessed crazy fees. She seemed pretty sure so drive to Sprint on 22 in traffic and rain only to be told that's not true, then called Sprint and was told same. When I came back to AT&T the same rep saw I still had the phone and I told her what sprint said. She quickly replied that that was how it used to be when she worked there and it must have changed. I said okay and then asked if an older version of the iPhone was still available. I waited 10 min in silence as she searched for the info right in front of me. When I asked about other deals she got angry and impatiently asked if I wanted to buy a phone. I got up and politely said I Wood's be leaving. Don't understand how hard it is to say a simple "Sorry" or just a "my bad". (after all she was familiar enough to call me "honey" repeatedly before)I appreciate the fact she was trying to help me but her info was plain wrong. In my job I'll apologize if the customer is inconvenienced even slightly and when it has little or nothing to do with my actions. Then getting angry with me when I didn't buy a phone right away. Went to AT&T on 22 in Union and had a hassle-free experience and this salesperson apologized when it wasn't her fault but I was inconvenienced. read more

Poor services. DO NOT GO TO JAY R. Poor attitude. DON'T WASTE YOUR TIME HERE! Great cell service but worse store! I would rather drive an hour away to another location. They didn't know what they were talking about, they keep assuming and judging when walking in. read more

My wife and I stopped by the store to get some information about Direct TV and Miguel was extremely helpful. He fully explained everything about the promotion and what Direct TV has to offer as a whole. He made sure we were able to access the account on our phones and made sure we were able to watch TV from the app before we left. He even had us considering changing our cell phone service over to take advantage of even more savings! When that time comes, we'll definitely be going back and asking specifically for Miguel even if we have to call ahead for an appointment! read more

While the representative who assisted me in purchasing two iPhones was polite, he was sloppy. He pulled out the incorrect model (although I was perfectly clear which model I wanted), and while I came to return the product, charged me twice for sales tax (and it was as astronomical overcharge), though it was intended as a credit and charge for sales tax. I am awaiting that charge to be removed. The whole experience took 3 1/2 hours... read more

There's a lady in her 40s who works here, who has horrendous customer service. I got an attitude from the second I walked in. I never write reviews for this type of thing but it was so offensive, I felt obliged to. Never going here again. read more

I love this place. Many times I've stopped in and they've fixed my issue quickly and for free. JR and Dawn are amazingly helpful and courteous. I'm mystified by the bad reviews. read more

My husband and I met with Miguel for service. He was very knowledgeable and extremely patient answering all my questions. We felt very comfortable speaking with Miguel. Changing services can take up a good amount of your time but Miguel made the process feel stress free. He conversed with us and made us feel comfortable. I give this store a 4 star because while we were talking to him another person kept interrupting the conversation which was extremely annoying. If you want great service definitely ask for Miguel!! read more

Walked in just for a charger. About six people gathered around a table. No one else in the store. No one acknowledged me. I stood looking at them. They looked at me and still no acknowledgement. I couldn't tell who was working or who was a customer so I asked. Got a rude reply that they'd be with me shortly, they were working with a customer. I got my charger elsewhere. read more

Stopped in there today, and Paola and Sophia were extremely helpful, friendly, and able to resolve a complicated problem. They certainly deserve credit in quickly fixing the issue and calming down a frustrated customer (me). From now on, I will go to this store for any cell phone purchases that I would have ordered online in the past. The backstory: I originally ordered an iPhone 7 Plus online. I wanted to confirm that I would receive a trade-in credit, so I called AT&T 611. They advised me to cancel my order and reorder it. In doing so, my account was locked - phone number and sim card! Even worse, behind the scenes, AT&T central offices canceled my iPhone order completely, while all the customer-facing databases I had access to indicated my order was still fine and shipping soon. Anyway, having been so thoroughly banned from ordering an iPhone due to AT&T central office issues, I was told that phone support could no longer help me, and the only people capable of restoring service were in-store employees. Fortunately, Paola and Sophia reassured me that they could get it done, and within 10 minutes, the issue was fixed. Thanks!!! read more

Female Manager was very rude! Family has been with AT&T for more than 25 years, now I'm thinking about switching! If the people they are hiring are all like that, I don't see AT&T having a future down the road! read more

We've been waiting for an hour and a half. Granted, it is the day after Christmas. There are people walking in with "questions" who are being helped while we've been number one on the list for the last 45 minutes. A young lady just came out from the employee section to help someone with a SIM card replacement and instead of helping the rest of the customers, she joined another employee who is already assisting a customer. Being that they close in less than an hour and there are still 2 people after us, I would assume that all hands on deck would be implemented. Still waiting... read more

They have no idea what good customer service is. I had such an unpleasant experience with a guy named Brian. He resembled a zombie based on the fact he said 2 words to us and kept pointing at things and doing gestures instead of opening his mouth and talking like a normal human being. I get it... it's the holiday season and probably they work long hours and have to say the same thing over and over again but at least show respect to your customers! Never going back to this store again. read more

When AT&T makes a mistake instead of corrections they respond with oops things happen. What happen to customer service? Especially for long time customers been with this sorry company for over 10 years time for a change. Any suggestions? Why pay for service with a company that don't value its customers read more

Incompetent, lazy and untrained must be the buzzwords for AT& T when hiring. I would never waste my time again attempting to find someone who actually knows how a phone works. read more