AT&T Store — Attraction in Orange

My family and I went there to change from Sprint to AT&T a few days prior to Christmas. My first experience there was somewhat pleasant, which is why I can give it more than one star. We all had gotten new phones, and were setting them up there in the store. Mine, the fourth line, was not progressing well (which is not the store's fault), but should have been a red flag to the person helping us. It continuously would not connect to service, and overall had various issues while setting up there, which was made clear at the time. I was excited to have a new phone and service, but 5 minutes after, realized I was unable to connect to service, as my phone would just state "NO SERVICE" "NO SIM" and sometimes just not show anything at the top of my phone. I go to school in Georgia, and need my cell service to drive 15 hours back today. I had to run around like a chicken with my head cut off for the past four days trying to get help to fix this issue. I returned to the store an hour after purchase, and there were a few issues resolved, but my phone was still not working. They exchanged my SIM and this did nothing. I went to another AT&T store, because I was not progressing in the situation for my phone. They saw my sim worked, by putting it in my sisters phone and seeing it connect to service. I called the Orange AT&T store so I could exchange my phone, and they refused to do so, and said it was not their fault. I went to two different Apple stores all over CT just to be told they could have EASILY exchanged my iPhone for me at the AT&T store. It was within the 13 (I believe) day grace/exchange period. For me, this was completely aggravating and incredibly frustrating, as I only had 5 days home with my family before I have to drive 1000 miles back to school. My whole time home has been consumed in trying to fix a phone I was originally so excited about. The customer service I got on the phone while calling the Orange store was ridiculous and completely unprofessional. They were rude, acted as if I was stupid for needing help, and basically claimed its my problem to solve. I do not blame them for the faulty phone being in their possession, but if there are clear red flags while setting it up for the three hours I was there the first time, the second time the issue wasn't resolved, and the horrible customer care I received I cannot give more than two stars...

This associate pictured below was not only rude but highly unprofessional. The way he treats his customers is disgusting. I work in the customer service industry too and when you don't know the answer to something due to lack of knowledge... you usually don't lash out and disrespect the customer. I was disgusted with the lack of professionalism and courtesy. He was unwillingly to help from the start with his tone and body language. Scrolling through his phone totally uninterested. Being disrespectful to an elderly man who is just confused looking for help. I was disgusted by his behavior and demeanor from the start he did not want to help. Telling us to go to another location. Not the customer service I expected as a loyal ATAl customer for over 10 years. Manager showed zero concern to his behavior. And neither was no help and just gave us a phone number to talk to a robot... instead of actually assisting himself. Thanks to none of their help at this location we were able to figure out the issue get what we needed done. This location is useless with people who don't want to help. This man shouldn't...

My phone died and I had an upgrade so I decided to just get a new phone. I was already mad because I lost all of my pictures and such so I went to the store to get my new phone. I got there they all seemed very nice and helpful but when it came time to getting the phone I couldn't because I wasn't on the account holders list. It was 1 hr to closing and they told me they needed the holder's id. I drove to my dad's meeting which he was stuck in and couldn't get out of. I got to his meeting, got his id and credit card and rushed back to the store. We sat down again and once again they told me I couldn't get my upgrade because not only did they need his id but they also needed to see his face in person in the store. Not even if I called him, or showed them his id and my id, no it wasn't good enough. Nothing is ever good enough for att. They make you jump through all these holes just to get one thing which you thought would be so easy. Now im stuck without a phone to contact people for school, work, and social. I am very disappointed and this is not the first time this...