AT&T Store — Local services in Bloomington

I've been in here a total of 3 times now since visiting family this summer. I live in Boston, so this clearly isn't my local store.

This location is a CORPORATE location as OPPOSED to just AN AUTHORISED RETAILER, I didn't really understand the difference until I was referred here by a retailer store for more help.

Oh my G-d are they SO MUCH MORE HELPFUL HERE! They have more knowledge, more products in store, spend more time with you, have more employees working at a time to devote time to customers, AND can actually give you more answers about your problems, solutions to fix them, details about your account and other ideas.

I've worked with Andrew, the manager Jason, and a heavy set white gentleman with large framed plastic rim glasses whose name I believe was James. They were all extremely helpful, understanding, willing to offer solutions, call customer support to start a ticket for an issue we had, and the manager was able to comp our bill for some overage charges that mysteriously appeared (why we started the ticket).

They helped explain which apps on phones we've had for years were costing us extra every month, how to officially unsubscribe from things we thought we already had but were still being billed for, and told us which apps were safe to disable or delete. They carefully explained how mobile data was used and calculated in a way that made sense to us, and rightfully admitted when they didn't know the answer to one of our questions.

They either found the answer, or told us how to find it, instead of bullcrapping their way through. They showed my mum how to do something I knew how, but would have gotten frustrated teaching her, and very happily worked with us to set up a new Direct tvNow account; teaching us how to use it before we left the store.

After my experiences here, I'd not only drive out of the way to go back to this location when visiting family, and recommend it to others, but I'm going to look up the nearest corporate location when I get back to Boston.

I can't recommend this...

this is one of the shadiest, most bizarre experiences i've ever had in a retail setting.

my mom and i were there to buy a charger. simple...right..?

nope.

a kind customer saw us and sent the sales associate over to help us because i think his reason for being there was more complex.

she came over and was basically a mess...looked like she was dressed somewhere between dirty pajamas and something she had word to work in the garden...super fidgety and rocking side to side...made zero eye contact and was not speaking coherently.

she somehow gave us the price of 38 bucks and some change for the charger. but, when we tried to pay told us she had no connection and couldn't run the card. no connection...in the AT&T store. right.

so, my mom gives her two 20 dollar bills. then, the girl says she can't take that either...i guess she couldn't make change..?

at this point i had seen enough red flags and was ready to go. i told my mom they don't want our money and we should just leave.

my mom is old school, and i guess more patient. she asked the girl if she could just give her the 40 bucks and the girl said "sure". she was taking that cash...no inventory control...no receipt...no change...and letting my mom walk out the door!

of course i was having none of it and said NO this isn't right this isn't happening. then the girl agreed and gave my mom back the money and we left.

the entire "transaction" the girl was communicating with another employee who was also helping other customers but i couldn't really tell what guidance he was, or wasn't, giving her.

i'm not going to fully speculate on what condition that girl was in...i hope she is ok...truly. but that situation was just a MESS and i would NEVER send anyone there especially for anything more complicated that buying a charger, for...

Waited an hour to be helped, spent another hour trying to get my phone upgraded, was told at the last minute that they didn’t have my phone In stock & would have to order it. They ordered the wrong phone. I called to cancel the order Before it shipped; & no one could get it cancelled. Customer service told me to schedule an appointment At the store I purchased at, and the store ended up not being able to do anything about the situation. Nothing has been offered in-store or through customer service to make this right or to help with the inconveniences caused. I have to wait for the delivery of the wrong phone only to send it back before being able to get the right phone ordered. The phone I currently own barely works and now I won’t have a phone for another week, at least. Very frustrating. I understand human error, and I understand that they were out of stock; bit there should have been a better way to get in touch with someone who could cancel the order before it shipped. There was so much run-around with “call this number” and “go back to the store” and “let me run it past the store manager” - all they had to do was cancel the order before it shipped. They delayed helping me fix the problem for so long that the order then shipped....