AT&T Store — Attraction in Arnold Township

Let me start by saying if I could rate this location 0 stars, I would. I have been a customer with AT&T for years, and they have always been great. I have never experienced this kind of issue prior to going to this store.

On October 5th, my husband and I went into the AT&T store to trade in our iPhone 13's for iPhone 16's. Thomas "helped" us, and seemed to be very kind and had a great solution for not only getting us new phones, but also lowering our monthly bill. He came out with two sticky notes with numbers written down of options for our trade-ins. We chose the option that lowered our monthly bill...who wouldn't? That option was to add 2 lines to our account, which he claimed was "the sweet spot" to make our bill lower.

I asked multiple questions trying to find the catch, he told me that there was no catch and that it was just simply cheaper to have 4 lines. We did a dual-sim on our phones, so we each had two numbers. He added the lines at the highest plan, he added AT&T Next (which I explicitly said I did not want), and he added insurance to our phones (which I also explicitly said I did not want).

Thomas did everything he possibly could to upsell us without our knowledge, so he could have great numbers and get a nice commission check.

Meanwhile, we had no idea that our bill was entirely screwed up. Thomas did not mention anything about a 14-day return window. We did not leave with any papers, and he did not tell us that we would need to pay off our iPhone 13's before trading them in.

We were told that we needed to bring the 13's into a store before the 30-day return window to keep our trade-in credit towards our iPhone 16's.

Because of everything Thomas did, we now have been to the AT&T store about 5 different times in the last month and called Loyalty and Retention 2 separate times trying to get everything he did fixed. Our bill is still not fixed, and we are seeking other methods to try and get this resolved.

PLEASE, do not go to this AT&T store. I hope that no one else has to go through this. It is exhausting and extremely frustrating. Make sure you are going to corporate locations only when you are doing anything with your phone/internet plan. This man lied to us repeatedly and now we are stuck...

Wish you was possible to give zero or negative stars. If this was the last AT&T store in the St. Louis area, I would switch to Verizon before going here. As a St. Louis area first responder who uses FirstNet, which is owned by AT&T, I've had nothing but good experiences from people in the stores to customer service reps on the phone. That changed when I went into the store. On December 27, 2024 at about 1215, my fiancé and I Went into the store with the hopes of upgrading my phone. That is all I needed. I found a great deal For an iPhone 15 for $5.99 a month. Obviously that is what I was going to get because it's a great deal. When the slimy salesman named Thomas came over to help us, the first thing he asked was if we had read the fine print. When he found out that we had not, he then blatantly lied to my face saying that deal was contingent on me buying another accessory to go with my phone. I had no need for an Apple Watch or an iPad or AirPods or anything. He "ran the numbers" and presented me with several options on what the deals would cost based on what accessory I wanted to go with it. I still have pictures of those numbers. I was told adding the Apple Watch and getting the phone would keep my phone bill within $10 of what it currently was at the time. Was not told about one time fees or activation charges or anything. So when I open my bill from AT&T and realized it was three times more expensive than what it was I obviously had questions. Spent an hour on the phone with an FN rep (thank you Kris) and she told me that the deal I went to go look at was not required to have anything else on it. Upon hearing this my fiancé and I looked at the negative reviews for this store and realize that Thomas has done the same thing with other people. Including lifetime loyal customers of AT&T, and even elderly people. If you think he won't do this to you, you're delusional. If anyone reads this review, go to the Fenton AT&T store. They are a corporate location and will be able to resolve issues that this store caused you because they are a...

We needed a new phone and rather than wait for ATT to send one, we just ran in the store to get an IPhone 15 pro max. During set up of the phone I started getting text notifications from ATT. The first notification I received was regarding the 16 pro max that was being set up on our account, the second was about being enrolled in ATT Next. I didn’t ask for a 16 pro max, we asked for a 15 pro max, and I never asked to be enrolled in ATT next. The sales man acknowledged he grabbed the wrong phone, but offered to give us an $800 phone trade in credit if we stuck with the 16 since he had already started the process. After some back and forth we said fine since he assured us we would only pay $5/month after the trade in and I could cancel next after 30 days. While we where waiting for the phone to switch over, I heard about the “crazy customer” that comes in weekly, I heard about how terrible the 16’s are and iPhone should not have released them, and even heard about your lazy new employee who seems more time on his phone that helping customers, and how the man helping us got off at 7:00 and that’s when he was leaving. It was 6:45, and the new 16 was still not working because “they are junk” - employees words. I said just give us the 15 we originally asked for and wanted, and do not enroll me in next because I do not want that. He agreed, went and got the 15, had refund me the taxes I paid on the 16, had to call his manger for code to override the restocking fee because he wasn’t charging for his error and I most certainly was not paying that. Once we got everything straightened out, he was still having problems getting the new 15 set up, but wanted to go home since it was now past 7:00. I said fine, we’ll take care of that ourselves, but I want receipts showing the full refund for my taxes paid. Said he could not provide a receipt but assured me I would get my money back in 4 days. I called ATT customer service today (Sat), was given my refund LESS THE $55 RESTOCKING FEE. ATT took care of that and was able to give me copies of...