AT&T Store — Local services in Avon

Disappointing Customer Service Experience at the Edwards AT&T Store

I stopped by the Edwards AT&T store to inquire about upgrading my phone, having already done some research and knowing what the value of my trade in was and what phone I may want. Upon entering, there were three employees chatting, and one sitting at another table, I believe named Michael.

I approached him, asking if he worked there and mentioned I was looking to upgrade my phone. He asked for my phone number and then buried his face in the iPad. After a few minutes with minimal conversation or questions about what I wanted, he suddenly handed me the iPad and simply said, “Here, sign this.” I was baffled. I had no idea what he had put into the system or what I was supposed to be signing for. There was no explanation, no clarification of what I was getting, or even a hint of a helpful conversation. At that point, I decided I’d have a better experience ordering online, where at least I’d know what I was getting.

Needless to say it was a very disappointing experience. It felt like he didn’t care whether I was making a major purchase or just stopping in for a quick question. If you're thinking about visiting this store, you may have better luck managing everything online like I...

I went to this store during COVID and was greeted curb side in my car. I bought the new iPhone pro Max. When I needed to return the phone 3 days later due to not having enough storage... they took my old phone into the store to upgrade it to next level up and Left me waitIng for 1.5 hrs sitting in my car without any kind of phone... not even the one I was returning!! They occasionally came out... (twice) and told me there was a problem with the computer system As I waited without a phone in my car. After ANOTHER 30min, I knocked on the window to tell them I have 2 small children at home and needed to have communication! They kept saying it would be ready “soon”

Then they still wanted to charge me the restocking fee... which they DID even after making me wait for almost 2 hours At this point. It was a HORRIBLE experience overall and I DO NOT recommend them for any kind of costumer service. I even asked to speak to a manager or get their contact info and was told to...

It's painfully slow to accomplish anything in this store. I waited to be served for 80 minutes. During my wait I saw the same customer sitting with a sales person the entire time. How long should it take to complete any type of cell phone transaction? And given their time-wasting banter, I know way too much information about their sales person; what types of cars they used to drive, how many times they've had COVID-19 (twice) etc. In my case, I needed a 4G SIM card for my 4G phone. They put a 5G SIM card in my 4G phone and to nobody's surprise, it didn't work properly. Finally, I had them install a 4G SIM card that I provided. They couldn't get there on their own. And yes, of course they wanted to sell me a new phone. During the height of the omicron outbreak my the sales person wasn't...