AT&T Store — Local services in Bossier City

Went in to store today with my girlfriend to get a new sim for her phone. I bought her a Samsung S24FE recently. Did the sim card from older phone to it and everything was fine. Then figured out the older phone sim was not compatible with 5G. It was a 4G Enhanced sim. Couldn't do the eSim online per ATT website instructions, so call ATT customer service. Everything was going fine until the rep asked to send a security code to the another phone she didn't have to use despite she had already provided the account pin. ATT rep said had to go to ATT store. Seriously? There's a point when you handicap what customers can do that can keep people from staying or coming back. Went to store and as soon as this store employee began to help us, she was asking were did you buy the phone. I didn't answer and instead changed subject because that was intrusive and nonsense. I did tell her it was bought new as an unlocked phone. She was having some difficulty updating to an eSim and I commented that one of the first things customer service at ATT tells someone is to remove the old sim card. So, she did that only after having told her that. Then she was resetting things and said she was still having an issue and asked again were did I buy the phone. Keep in mind, it's on my girlfiend's ATT account and already using ATT service. When I told the employee it was unlocked and not tired to any provider, she remarked, but sometimes it matters where you bought the phone. The employee already knows it's was bought unlocked and already using ATT services. I told her that it didn't matter in this case. She said, “well you can go ahead and think that,” in a smart ass tone. Little did she know I worked in tech field for 27 years before retiring and have forgotten more than she'll ever know and still know more than she'll ever know. She asked again where I bought the phone. I told her that was being intrusive and given the situation, either an a Samsung S24FE bought unlocked is compatible with ATT services or not (already using LTE). This whole time she was playing ignorant to the fact it was already running ATT service and already functioning with an older sim card. I also had told her I had already checked sim compatibility. She even went as far as asking if I had the receipt for the phone. I can overlook an employee being ignorant, but not verbally hostile. I told her as she walked off to a desk that we can always just get another service provider. She replied, “yes, you can.” Then magically, everything began to work, lmoa! Apparently she didn't have any clue that sometimes it takes a moment for systems to communicate with each other and for things to synch. She just assumed that it wasn't working properly - the magic, lol. Then she royally screwed up with having an attitude toward someone that walked into the store - people like that don't need to work in a job that has contact with people in public. This is a prime example in that I have an Iphone 11 pro and will be getting a new iphone this fall. Where do you think I'm not going to when I buy that phone? Again, I can deal better with ignorance than someone being a smart ass. If someone is ignorant of the tech aspects of what they are working with (replacing a sim is extremely simple) that's bad enough, but to smart off to people, that's unacceptable. To have both situations is simply intolerable. I'd rather deal with an ignorant employee that is pleasant rather than one that smarts off and has an attitude. Also, management needs to operate in a manner that the employees are trained not to ask intrusive questions of people that has absolutely noting to do with the task at hand just like this situation. Her failures had absolutely noting to do with where I bought that unlocked Samsung S24FE phone. She could also see that it was already functioning with ATT services. That's very off putting and a sure way to keep people from coming back. Do these people actually think they can blow smoke up people's butt and then also get an attitude toward them? Wow! Unbelievable and...

In December 2023 I self-initiated the process of upgrading my iPhone 12 to an iPhone 15 with AT&T/FirstNet over the web after seeing a promotional ad for trade-ins for Christmas. After realizing an order mistake was made, I quickly contacted AT&T support representatives to change it. After cancelling that order and starting a new one, I felt assured that my problem was resolved and this little mistake wouldn't be an issue. I planned to trade in my current phone, valued at $1000 at the time, for the next one.

Unfortunately, that order was never actually placed by that representative and I wasn't made aware until mid-January after I checked my account. I continued attempting to inquire about this issue over the course of the next couple months only to be met with promises of a quick resolution and follow-ups from other representatives that never happened. I spoke with a representative who helped me place a new order that ended up never shipping. In the meantime, my phone was damaged and the trade-in value was reduced by over $700.

My frustration with this company grew over the next few months due to all of this. I didn't believe that getting a new phone should be this difficult and since it was, I felt that there was at least one support rep I could speak with that would give my case the attention it desperately needed. It seemed like no one knew what or why this happened and didn't know what to do about it.

As time went on with work and life, I considered several times switching carriers and cancelling my account completely.

Fast forward to mid-May. I was finally able to find time out of my schedule to visit in-store representatives. Over the course of three days in store (about 8 hours total of working on these issues), I met Mr. Keith (manager) and Mrs. Anitra Robinson (tenured AT&T representative with over 15 years of experience). These two individuals have been a breath of fresh air to work with.

Knowing that this issue would be difficult to resolve, I figuratively gave them this issue to put on their shoulders and asked them to figure it out and that is exactly what they did. While watching Anitra work on my issue, she remained determined, steadfast, and focused to see it that everything was resolved. She worked through her lunch break on two separate days and still had time to greet other customers which she had built rapport with over time. She is the epitome of a results-producing and down-to-earth problem solver.

Even after all options had been exhausted, she came prepared with other potential solutions and ensured I received discounts, credits, and outstanding customer service 100% of the time. She was able to leverage her expert knowledge of the job and communication skills to ensure everything was handled in enough time for me to make to work on time. I had the opportunity to observe her interactions with her other co-workers and supervisors during the day and realized what a wonderful team player and motivator she was.

As of now, there are a few discrepancies left to solve, but I have my new phone and it is all thanks to Mrs. Anitra. She has the potential to do great things for AT&T and will definitely achieve that under the leadership of Mr. Keith.

Anytime I have an issue with my AT&T service, I will be sure to head to this store and rest assured that these two individuals will take ownership of my problems and have it handled in a...

Outstanding Customer Service from Daniel Black

This review is 100% focused on the exceptional customer service provided by Daniel Black from the store. If I could, I would review AT&T and Daniel separately because my experiences with them have been vastly different. AT&T as a whole has unfortunately lived up to its reputation for poor customer service and unhelpful representatives over the phone. However, Daniel has proven to be a shining exception.

Having recently moved to the area from out of state we decided to switch from Verizon Wireless to AT&T and also set up service for our home. Daniel was the representative who assisted us, and he made the transition seamless. He was kind, professional, and courteous from the start. But what really sets Daniel apart is how he went above and beyond for us during a critical moment.

About a week after switching to AT&T, I boarded a plane for work, and my phone suddenly showed "SOS" with no connection other than Wi-Fi. This was before any official announcement about the outage, so I was completely in the dark. After trying to reach AT&T's customer service through 611, I was transferred multiple times and eventually hung up on—typical AT&T, unfortunately. Desperate, I reached out to Daniel directly.

Not only did Daniel respond promptly, but he also went out of his way to help us troubleshoot the issue. My husband, who was at home and also without service, was equally lost because we had just moved from out of state. Daniel even went to our house to assist in person. He made several calls and discovered that there was a national outage. Despite this, he still tried everything he could to restore my service, including resetting my eSIM. When that didn't work, and my phone was entirely offline in a tiny airport that was closing for the night, Daniel didn’t give up. He waited until I reached my hotel, and then, at almost 11 PM, he resent the eSIM, finally getting my phone back online.

This man is the reason people choose to stay with AT&T. Without Daniel's exceptional service, I had already decided to ask my husband to switch us back to Verizon. Daniel exemplifies what any company's mission statement should be—he handled a stressful situation with integrity, professionalism, and a genuine desire to help. He is, without a doubt, the best sales representative I have ever worked with in any capacity. Daniel deserves recognition far beyond this...