AT&T Store — Attraction in Kirkwood

If I could give less than one star review of the store I would. I went to the store today just as they opened and I was the only person there. I went because I’m having problems with my cell phone and using it in my house, clearly I have AT&T service. The calls are dropping or I won’t be able to hear anybody for anywhere between 10 to 30 seconds at a time. And when you work from home, you need to have a phone that works. The gal asked if I lived in a brick home, I live in Kirkwood and I live in a brick home. Buying a new home is not an option. Changing my geographical area isn’t an option. Immediately she tried to sell me on getting a brand, new phone and upgrading to a 17 from my 13 Pro. I told her that I had no interest in upgrading my phone and I shouldn’t need to upgrade my phone to deal with what’s wrong with my phone service. During the first five minutes, another gal walked in and the lady that worked there whose name I can’t remember but begins with the letter “A” (I think), then looked up my plan and explained that I had an old plan that they no longer offered, and that I was paying a lot of money which I knew that I was. She explained it because it was an older player that they didn’t offer anymore, something about my service, not getting priority, etc., etc. I explained that there were four lines on the plan and that only three of them were being used and I wanted to get rid of the one that my mom doesn’t use anymore because she doesn’t use a cell phone so we just needed three phone lines and my Apple Watch And she said that she would look and see what she could find. After about 10 minutes of her typing onto her iPad or whatever she was using, she came back with a plan that was only $25 cheaper, but it had five lines of service. I was very calm with this lady the entire time, but I repeated myself numerous times that she was not listening to what I was saying And not only was explaining I only needed three lines of service. She was trying to sell me on five lines of service on top of still trying to get me to buy a new phone and upgrade mine which I told repeatedly I did not want to do. And she was only saving me $25 a month. I turned to the other lady that was patiently waiting, and I asked her if she wanted to be on my plan because clearly to do anything and get a new plan I needed to have some more people on my plan. She laughed. I wasn’t laughing. I was beyond frustrated at this point, and I said that I was gonna let the gal that work there helped the other lady and I was gonna leave. Because this lady was not listening to one word that I said, and all she was concerned about, was trying to sell more products and possibly make commission and she was not interested one bit and helping me try to figure out how to solve my problem of why I was having Calls that were dropping and service that was coming in and out. So unless you’re wanting to spend more money and upgrade your phone if you have a problem with your AT&T service, don’t go to this location because you’re not gonna get any help. I tried to go to the other location in Kirkwood on Manchester. It was supposed to open at noon and apparently nobody wanted to open that store on a Sunday because nobody ever showed up after waiting there for 10 minutes. I next to never leave reviews, but I was so beyond irritated that I could not get 1 ounce of help with what I needed that I felt the need to take the time to leave a negative review for this location. I’ve had AT&T service for probably well over 15 years or more. I’ve never had such an issue going into an AT&T location as...

I’ve been an AT&T customer for decades. I live near this store, so I’ve been in there many times throughout the years. They have NEVER been able to resolve ANY issue that I’ve ever had. I just assumed AT&T customer service sucked, but I usually get what I need from AT&T online. Last night, I spent almost 3 hours working with different AT&T people online to get my wife’s phone working. It was finally concluded that she had a ‘bad simcard’. Since my wife needs her phone (we can’t wait the 3 business days for AT&T online to send a new simcard), I went first thing to this AT&T store (because like I said, its near my house). When the doors opened I explained my situation to the agent. He told me “there was nothing I can do for you”. He told me “We are not owned by AT&T, we are an AT&T retailer and you need to go to an AT&T store that is part of AT&T”. When I looked at him with a very puzzled look on my face, he said “I literally don’t have the buttons in this store to push to solve that issue”. I ask him where one of these stores was that could help me, he said “in Des Peres”. As I was packing up my thing, I said TO MYSELF “this is &#$@ing ridiculous”. Possibly not my best moment, but I can accept that. He immediately jumps up, raises his voice and says “You can’t use that kind of language in my store” (acting offended, and like he owned the store…. lol). Then tells me to “get the &#$@ out of my store”, using the same word (that supposedly offended him) TO ME that I just used while talking TO MYSELF (admittedly I was in front of him). It was the most ridiculous display I’ve ever seen. First, I was already leaving. All he had to say was nothing. Second, why would I want to stay in ‘his’ store? By his own admission, he was incapable of helping me. They conversation only went down hill from there.

Still working under the belief that I need to go to the AT&T store in Des Peres, I drove there, and waited my turn. I was very nice to them and they were very nice to me. They gave me a new simcard. I took a few minutes, not hard. I ask the person there helping me, “Is there any reason why this need to be at this AT&T store”? They said “No”. I explained what happened at the previous store (the one I’m reviewing). The agent at the Des Peres store said, “There was nothing more basic than what I did”. I ask, is there ANY reason why an AT&T retailer could not have done this. The Des Peres agent said, “No”. He went on to say, “You have to be able to do this to issue someone a phone, they have to be able to do what I did”. I said “Thank you, you’ve been great help” and he then apologies to me for what happened at this store. I’ve been racking my brain to figure out why this store (the one I’m writing this review for) would not help me. The only thing that makes sense to me is that, I did all of my business online, so he was not going to get a commission from helping me and he didn’t want to take the few minutes (that it took the person at the Des Peres store) to help me. This would also explain all of my other issues I’ve had with this store. I am not writing this because I had a bad experience with one person at this store. I’m writing this because I have witnessed an undeniable trend of agents at this store, claiming to be unable to help me, but actually unwilling to help me. DO NOT GO TO THIS STORE. THEY DO NOT DESERVE YOUR BUSINESS. Instead go to the store located at: 13351 Manchester Rd St. Louis, MO 63131 They...

Please read entire review…it’s worth your time!!!

I’m retiring from my position at a local private high school. I’m trying to port my phone from AT&T (business account) to Verizon (personal account). This store can’t help, calling the 1-800# is no help, going to the website is no help. AT&T will not allow me (a consumer) to move my service to another carrier. They make it impossible. I’ve alerted the local BBB and will not rest until everyone knows about this company’s illegal practices to retain customers through deception and greed.

Part 2: Shortly after posting the above review, I was contacted by a company called “Alliance”…apparently, they help manage AT&T’s customer experience. They said that a member of their leadership team wanted to call me and help with the issue presented. 5 days later and I’ve received no call from them. Consumers: There are many choices among mobile phone carriers. AT&T should be the last one on your list.

Part 3: Have now been back to store two more times. Finally got a pin # so they sent me to Verizon, but didn’t tell me that the phone was on a payment plan (that the store initiated) and the SIM card was “locked”. Now phone has been paid for, but have to wait another day to see if AT&T will unlock the SIM. Store Manager and associate repeatedly told me that I should go to the AT&T Corporate store because the Kirkwood store is just a franchisee (called “Alliance”). They point to the small sign on the door that says “Alliance” when making excuses for their inability to assist, even the sign on the building is AT&T, they all have uniforms with the AT&T logo and they only sell AT&T phones, equipment and services. The store’s owner has been apprised of all of the issues, but chose to wash his hands of the matter, even though the phone was purchased and the school opened the account at the Kirkwood store. Store employees agree that AT&T’s policies and practices are ridiculous and burdensome for the customer.

I will never do business with AT&T or Alliance again. It has now been two months that I’ve tried to switch carriers and AT&T/Alliance won’t allow it. This is a terrible way to do business and any and every potential customer should look elsewhere for mobile phone or...