AT&T Store — Local services in Alton

When I left the store I was excited about everything but a couple hours later I regretted going in at all. My service representative was Jaquez S, we came in 2 hours till close and the store was dead empty. He immediately started working with us and was friendly and seemed to have all the answers to my questions. I had a completely paid off iPhone 14 pro max, my lil sister had a paid off iPhone 12 pro. We traded in her 12 pro for my Pixel and when I asked how much it covered off my pixel he said that it is paying it off. I asked about the Pixel watch as they recently had a promotion for it. The promotion was no longer valid but he explained that if I wanted the watch it would only be 10-15$ more per month, I agreed and got the watch. Another EXTREMELY important question I had was the transfer of information such as texts and data. We had to leave for the store to close without transferring everything so he told me to use an app that will transfer everything I requested. I spent hours trying to transfer data that way. When I read the fine line in the app of what was being transferred, I would've LOST so much valuable information if I had listened to him. I transferred my data through the way the Google Pixel is programmed to do, connect the USBC to the iPhone and it will move everything over. What took me HOURS to attempt to do the method he suggested took me only 30 mins the real and recommended way. Fast forward to the next day my new Pixel, which the representative said was all good to go and was only waiting on the transfer, had ZERO service. I had to drive two hours that weekend for work and couldn't get to an ATAT store until after work, they explained there that my Pixel's SIM wasn't connected to my number and was never activated. Thankfully they set it up correctly there. Now a month later my bill comes and it went from 63$ to 250$. Jaquez S specifically said that my bill would be in the 80$ range with the watch added and that my next bill cycle would be a lil above 100$ due to the activation fee, I said okay that's fine. I reviewed my bill and there are hidden charges such as Next Up which I did not sign up for, my watch apparently HAS TO HAVE its own service line which at minimum is 60$ on top of the 10-15$ for financing. My trade in does not show on my summary and after being on the phone with customer service they explained it will take 3 months for that credit to show. NONE of this information was explained to me in store! I would have never purchased the watch if it meant I had to open another line, so now I am returning that and I have to pay another 55$ fee. Overall it has been a frustrating and disappointing process. I wish my representative was properly trained and knew what information he was putting. Most importantly I wish he had put out ALL the information as I feel completely lied to and taken advantage of. This has been the worst experience with ATAT I've had. I really didn't want to write this review publicly but if this happened to someone else and they couldn't afford all these charges and fees it would be so burdensome knowing that my review could've warned them. Hopefully people read this and ask all the questions I didn't know I...

Truly disappointed in my experience in this store. I went in to upgrade my phone. Because of a promotion, I was told by the employee that after I traded in my old phone I would owe $350 on an iPhone 11. I paid that amount upfront and was told that I would see a charge on my bill for $11, and a credit on my bill of $11 since my phone was fully paid for upfront. Well, when I got the bill I was only credited $6. After attempting to fix this in the store I was told I needed to contact customer service. After 3 hours on the phone with customer service the only solution that was reached was that the employee who sold me the phone made an error, and applied a promo to my sale that didn't actually exist for the phone I was purchasing. Because this was a point of sale error, I was directed back to the store. The store's solution for their employee error? To credit me $35 for a phone I had already traded in. There was nothing they were willing to do about the extra $215 I apparently owed on a phone that I was told was completely paid off when purchased in the store. A couple more hours on the phone with customer service and I was able to open a case and am getting the issue corrected. This location is truly disappointing time and time again. Aside from this problem I had, when my boyfriend went in to buy a new phone and sign up for one line, he got home to find out they were charging him for two lines. A day later an internet router was delivered to our door because they had also signed him up for internet - again, an employee error that took MONTHS to fix through corporate customer service. Be incredibly wary if purchasing from here; you will likely end up with services and fees that you did...

Went in to purchase a new phone because my previous phone had been broken for almost two weeks. The girl checking me out stated that I would need to pay off my current device before I could upgrade. I paid the remaining balance of $470 plus the phone bill of $124 (even though I had not had service for two weeks). The employee here stated that she could take my phone as a trade in, and I would just need to pay taxes on the nee device which was around 100$ or so. She stated that in order for me to be eligible for a trade in I would need to add a second line to my new phone. I have had AT&T since the 8th grade over 9 years and I have never had to add a second line to upgrade. But whatever! She said in three months I would have to contact At&t again to drop off the second line. Me being eager to get a phone and have the situation over with I went with it even though it did not sound right.. here’s the fun part. I get home and receive an email from AT&T about my protection plan for my four new devices.. ????? The worker at this store had signed me up for 3 additional lines on top of the two that I had already been told I would need to have! $70/line!! Contacted AT&T customer service and they stated that I should have never been signed up for all of those lines, and that I Never had to have the second line either. Glad customer service could work this out. Not sure if in-store reps receive commission from sells but this seemed like a big commission scheme!! Not pleased with...