AT&T Store — Local services in Brookline

I went in today because I had an issue with sending messages from my phone. The first gentleman that greeted me went to the back for assistance (I'm guessing he's new and in training because for the times I was there he was mostly shadowing). The other gentleman that came out to help me resetted my network settings, without giving me a heads up that it would also unpair all of my Bluetooth and wifi settings as well which is annoying. It seemed to work so I left the store to return back to work, on my short walk back to work I was having the same issues again, the messages were not sending so I walked back. We switched my Sim card and I was charged 5 dollars, this resolution seemed to have worked but only lasted about 20 minutes. I returned once again. This time I asked what we could do and the only solution he had for me was to purchase a new phone. The phone I have right now I purchased outright for over a thousand dollars (galaxy note20 ultra) less than a year ago, and I don't feel like I should have to purchase another brand new phone so I asked to speak to the manager. Come to find out there's no manager on duty today which was surprising to me as there was one new working still in training with another worker that didn't seem to be able to train him well. I asked for the salesman to call the manager for me because I was upset and needed to know what the options were, he asked me "what do you expect for me as a sells person to be ale to do for you" I said to him, "I understand there's not much else that that can do for me and that's why I want to speak to a manager and that there should always be a manager at the business during hours of operation or something that can handle these kinds of situations." The sales person called the manager and the manager refused to speak with me and said that he is not taking calls right now. I hope that that manager really enjoyed his nice sunny Sunday outside instead of handling his responsibilities as a manager. I am a manager of another kind of business and I find the way that this ATT manager handles his store as unacceptable and really needs to step up, or learn a...

I should have read the reviews before I went here...had at&t for 18 years and not once have I had an issue with customer service. I ordered a new line on the phone, was sent to a store to pick up order, and like many other reviewers of this store they did not help me. The manager told me he couldn’t find me in the account even though I had all my info and PIN and wouldn’t even look at the account. When I asked him how to fix the account so we could access it, and I could pick up the new sim I was already paying for he said he didn’t know, didn’t know what to tell me and couldn’t help. I don’t understand what his job would be if not that. I’ve been in customer service for 21Years and that is not customer service. He was unbelievably rude, and acted like he was too busy to even talk to us.. even though we were the only customers and all 5 employees were sitting eating lunch in the storefront. Anyway I called at&t just now and resolved the issue, so thanks for nothing ! Literally go to any other store if you can.

To respond to the owner's reply below: I am an authorized user and had an ID - the manager did not ask me to verify my account or check my account. His employee had the info wrong and when I asked him to double check his information he told me "he couldn't help me and if I couldn't understand he could write it down for me," in the rudest way an employee of a store has ever spoken to me. He should have (a) asked me to sit down, and taken two minutes to look at my account or ask me MY NAME which he did not even do, (b) said "how may I help you?" not "What do you want me to tell you?" as his opening line, and (c) maybe asked his employees not to blatantly be sitting at the front table hanging out amongst themselves like there weren't customers in the store.

To the owner: what you believe happened does not seem to be what had happened. I manage a business as well and would be happy to speak to you privately if you would like to know what goes on...

I went to this location a couple weeks ago to get a new phone. I worked with Jack who was very helpful and told me that my iPhone X, even with damage, was worth a $350 trade-in value, which surprised me. He told me I could bring the phone back after wiping it to have this value added to my account.

I came back today and spoke with Colin who told me they could only offer a $25 trade-in given the phone’s condition. I was depending on the lower monthly bill that was originally proposed to me by Jack. It was frustrating to hear that I was given the wrong information and that the numbers were so different.

I then asked if I could put money down to reduce my monthly bill, which Jack had told me I couldn’t do if I did a trade-in. Colin told me you can only put money down at the initial purchase, so it was no longer an option. I’m not sure if this was just a huge error on the staff’s part or intentional but I’m feeling very disappointed with my purchase now.

Had the trade-in value been accurately presented to me the first time, I would have done a down payment. I was also not made aware of the time frame on the down payment policy and so I couldn’t make an informed decision.

I was initially very satisfied with my purchase and the service I received. I would appreciate hearing from a manager to see if we can get this resolved as my monthly bill is much higher than I budgeted for. I can’t say I’ll feel comfortable resigning with AT&T in the future if this...