AT&T Store — Local services in Berea

In November I upgraded an iPhone 11 to an iPhone 13. The store manager, Ryan Steffen, said there would be no charge for the new phone because of a promotion that was running at that time. Every month since then there has been a $22.23 charge for the new phone. Every month I go back to the store, and the manager tells me that next month there will be no charge. I have called ATT's customer service center several times, and they say that the manager was "misinformed;" as I did not qualify for the promotion. However, they cannot do anything because this store is an Authorized Reseller. Ryan Steffen refused to give me his boss's phone number so that I could discuss the issue with him. I did send an email to him several times, but he never responded. Stay away from this store. Buy your next iPhone from the Apple store. They give excellent service. Here is an update to my review: After I submitted it a received a response from the owner asking me to contact him so that he could "make things right." I responded with the details of the situation, but I heard nothing. A few days after that, I sent another message. I have still not heard anything from the owner. If I could change my rating to zero...

To Att Customer Service Department

Hi,

I had a charging port problem with my Samsung ..

I was very upset as I had everything in my phone- alarm, sentimental photos ,videos Of my parents who have passed irreplaceable

Was feeling very discouraged

I work close to this store so I went in From the moment I walked in I was treated like royalty...

Another customer was there and they had excellent service as well

I believe the staff's names were Josh and Archie..

It was decided that my phone was on its last legs ..time to get a new one...

I felt no pressure to buy the most expensive phone ... I decided on the Samsung 23

So all of my favorite pics, videos etc were transferred without a hitch ... much to my relief..

As a nurse for many years I know how to help people...

It was so nice to have caring people taking care of me when I needed help

The day I was at the store was Thursday Sept 21st after 4pm ...just in case I got the names wrong

I think its important to give positive feedback.. especially in today's world

Thanks again ...loving my new...

Very disappointed with this place. I'm actually shocked that they don't have a lower Google review over all rating. As I was asked to leave this evening, I was wondering if they were actually a Verizon store that was undercover with a mission to destroy AT&T's credibility. I arrived at about 5:30. The sole employee was busy trying to help a group of 3 people. She immediately greeted me by yelling at me "this gone be a bit". So I hunkered down and walked around the store for the next 45 minutes as I listened to her struggle to help the group ahead of me. At about 6:15 the employee asked me to leave and "come back tomorrow". This was 45 minutes before the store was scheduled to close at 7:00. It's not a good feeling because I was there to switch a phone to my newly established business account. This obviously makes me regret choosing AT&T and leaves me wondering if this is the level of service I should expect for myself and my employees...