AT&T Store — Local services in Brookhaven

Installation appointment scheduled for Saturday, November 7, anywhere between 9 am and 11 am. After waiting all day—at the house, due to no communication on what time the technician might show up—and after spending hours on the phone with customer service, the second customer service employee finally reveals that a technician was never assigned to our house. A technician is assigned; the technician calls and says he won’t be able to make it. Another call to customer service: now they can only reschedule my appointment for November 17, anywhere between 9 am and 11 am. It is Sunday, and I am happily set up with Xfinity, so I can work tomorrow.

More details on the failure to communicate by the communications company, AT&T, is below:

10:50 AM: A sales rep shows up: the technician is running behind; she states he should be there by 11:15 AM.

11:15 AM: The sales rep is still sitting in the driveway. I ask her what time the technician will be there. She says to call her if he is not there by 2 pm. I tell her I’ll call at 1pm.

1 pm: I call her. My call is not answered, because she is on the phone with her boss. She tells me to call customer service.

1:30 pm: I call customer service.

1:45 pm: a customer service employee tells me the technician will call me in 20-30 minutes with a specific ETA.

2:20 pm: I return the call to customer service, because I never received a call.

2:30 pm: a customer service employee tells me a technician was never assigned. He assigns a technician.

2:45 pm: the technician calls and says he will not be able to make it, because he has other jobs ahead of mine for the day.

3:00 pm: I call the sales rep who says she will see what she can do. After I hang up, I call customer service to see what they can do.

3:15 pm: I’m on the phone with customer service when the sales rep returns my call. A resolutions manager, with the sales rep on the line as well, tells me I have to re-schedule for November 16 or wait and hope the technician shows up today; if I wait, my re-schedule appointment will be pushed back even further. I inform her, admittedly with a little frustration at this point, that is not good enough, because I have to work from home—and I was on the schedule and ready for 9 am to 11 am this morning. She begins to yell at me “Sir, you don’t understand, etc.” and then hangs up. I return to talking with customer service who confirms the technician likely won’t make it and sets another appointment for November 17: over one week from my initially scheduled appointment.

I hang up and call Xfinity. I am now set up with Xfinity within 24 hours. Yesterday was an absolute nightmare dealing with AT&T. My experience shows that the customer needs to be aggressive—i.e. be demanding and repeatedly call at the outset of the appointment—with the employees to have follow through on AT&T’s part: being nice and understanding, even with admitted frustration along the way, proved that I would just get kicked around from one person to the next—the blame it on somebody else game. My advice would be to choose...

Good day I am not one to submit reviews however when someone goes beyond the call of duty or does a little of Xtra credit I must shine a light.

Ok right before the holiday I was about to leave town and dropped my phone. CRASH ...time for a new one.

I went to the nearest store i could fine- Brookhaven Located right outside of buckhead/ Chamblee ga.

It was pretty early and the store just opened. The gentleman who greeted me introduced himself as Xavier. He advised me to take seat and or look around unless I was ready for help.

Ready for help I grabbed the opportunity. I know I wanted the same phone Updated version and I knew I wanted a different color I settled on the flip five. Xavier asked me why i'd like the phone at first I thought he was trying to change my mind but he actually was truly curious. On why i'd like the phone and why I was going to stay with it? I told him all the great advantages about it being small , able to fit in a small purse, I was able to actually keep it in small places all the cosmetic & girlie reasons . He did acknowledge all that was good and true . He also Impressed me by his knowledge of the phones features and his willingness to help me find the best phone for my needs. He was patient and took the time to answer all my questions & compare along the other's. I never felt rushed or pressured to make a purchase. the entire experience was enjoyable and stress-free. I highly recommend this store but most importantly mr. xavier Our Conversation ended up being kind of like a training session, a free training session in which I actually I learned so much about this small and mighty phone for no cost

As time progressed the rest of the staff continue to come into the The store along with customers. I noticed that every customer was handled delicately and greeted with a smile. I also noticed all the other sales reps would lean on Xavier for advice & direction. WOW I wasn't being helped by just a regular retail rap. He was actually the store manager (LUCKY ME) Which I found a little bit unusual i assume some managers sometimes don't want to work the floors. They more or less like to be hidden in the back and just take care of administrative worker, write ups but not Xavier, he was right in there in the thick of things keep in mind. Btw I have to say this as well I didn't pick up on it because there was no need no need to. But Xavier is also bilingual, so he was caring for me & multi tasking with helping another couple that came in who needed some hand holding in their native tongue of spanish .

I can go on & on about my experience. I just wanted to say I hope this review helped someone sometimes it's good to go small because good things come in small packages and second. Don't judge a book by its cover b/c it can end up being a pretty good &...

The staffing is horrible- there is usually a long wait (even before covid). Some of the employees are really good (camelia & amy were wonderful, knowledgeable and professional), but on my visit 12/24 the employee (Damian) set up a new line instead of upgrading the phone I was purchasing as a gift. Damian realized that he made a mistake and told me to come back to fix it but to not come in right after christmas or New Year's because they would be slammed- he never said it had to be fixed within 14 days and the 5 times I had come back there was over an hour wait to see representatives and he was not there. I went in and spoke with another rep (Danielle) yesterday- they would not do anything to swap out the incorrect case because it was 17 days (not 14) and then said she resolved the issue with the two phone lines, which she did not do! She simply switched sim cards which meant I was still be charged for 2 lines. When I called 611 to check on the changes, I was told she just switched sim cards and had to now keep both lines because the installment on the new phone was still attached to the new phone number. I called the manager (Steven) and he was not helpful at all. He told me I have to wait for the employee in question to return from vacation before even doing anything or attempting to try to help. I was also sold the wrong case w/phone and was not told (and the receipt only says DEVICES not ACCESSORIES) has a 14 day return period so I am out of luck (the printer was not working so I only had the email receipt). Not only did the representative add a new line instead of upgrading, he sold me the wrong case! Instead of validating that the entire transaction was botched, he simply did not care or care to try to do anything to help the situation. Steven could have tried to think outside of the box to help diffuse or resolve the issue instead of escalating my discontent or been sympathetic to not only have been sold the wrong case but also have had my phone line set up incorrectly. I called 611 and their loyalty rep was able to resolve and said the manager could have and should have done what he did as a work around. Proper and capable management of this location is severely lacking from scheduling to "managing' issues or...