AT&T Store — Local services in Chesapeake

As expected, the service at this location is completely horrible, just as it is has been at every AT&T store in my area. The way in which I was treated by the staff was disgusting. The manager and the two ladies I was speaking with deserve to be fired and should be ashamed of themselves.

My family purchased 4 phones, 4 screen protectors, and 4 phone cases at this location in January 2024. The kind lady who helped us told us that we would be given a free screen protector replacement by AT&T whenever ours cracked for the entire lifetime of our devices. Today I went into the store and requested that I get a replacement screen protector. I gave them the info needed to pull up the account and they proceeded to tell me they had no record of our purchase and therefore couldn't give me the "discounted price" for the screen protector. Mind you, we were told it wouldn't cost anything and now suddenly it would cost $10...? I pulled up the receipt showing my purchase, yet the woman helping me still explained that no matter what she could not replace the screen protector because she had no record of purchase on her tablet...though she was actively looking at my record of purchase on my phone. She explained that I should go online and that way I could get the replacement for $10...but again...I was told it would be free.

Then, I went on to explain another issue I had. My father is a first responder and therefore qualifies for FirstNet. About a year ago he signed up for their FirstNet Family Plan that would give our family 25% off the price of the phone plans. We later discovered that the AT&T representative applied this incorrectly and only my father was given the discount. So not only did AT&T bill us incorrectly for months, collecting hundreds if not thousands of dollars that they shouldn't have, they were now sweating me over this screen protector?

I contacted my mom for help on the issue and tried explaining the situation as best I could over the phone. At this point, I asked the woman assisting me if she could please speak to my mother on the phone because my mom, the paying customer, requested that the woman explain the whole ordeal to her. The woman responded "um that's not necessary" with an attitude. At no point during any of this was I rude to this woman and all of a sudden she was giving me attitude. Since the woman refused to speak to my mom, my mother called the store. Another employee answered and proceeded to sit the phone down, walk over to me, and ask "now why is your momma calling us?" with a completely rude tone. The woman originally helping me started going on and on about how she already explained the situation to me and it would not be necessary to speak to my mother about it on the phone. It became clear that she had no interest in helping me and was clearly taking advantage of my young age and confusion.

The manager ended up talking to my mother on the phone and went to the back with the other two employees to take the call, leaving me alone in the front of the store. They stayed back there for several minutes and when the two employees came back to the front of the store, they proceeded to totally ignore my presence aside from giggling at me. I waited for the manager to come up front and talk to me about the situation and what could be done, but instead, he stayed in the back telling my mom that "I was on the phone with the manufacturer of the phone case handling it and getting a replacement ordered by mail" which I absolutely was not. I was sitting at a table by myself waiting for any information from him. They hung up with my mom and left me sitting alone for several minutes. I texted my mom wondering what they were talking about and she said she had been off the phone for a while because they said I took care of it. Complete LIES!!!! I am outraged! They were laughing at me! HORRIBLE CUSTOMER...

Andy helped my fiancé and I yesterday and spent just under 3 hours with us. Not only was he incredibly professional, but he made the entire experience fun and comfortable. He helped switch my consumer line to the business plan, helped switch our Business Manager's cell phone plan from anther service to our business plan, sold us two new devices, a new watch, upgraded lines, throughly explained everything to us and there is truly not one thing we left having questions about. With that, however, should any questions come up we took one of his business cards and he'll be the only call we'll make. Andy is patient, well-informed, fun, and (from a business prospective) the best person to deal with as he is also very resourceful. This is a must when dealing with any account, but even more so in my opinion, with business accounts. I also would like to add that our home store is in WV and have never had this good of service and Andy single-handedly solidified that moving forward, no matter where we are, we will be calling Andy. The store was also very clean, great selection of hardware and accessories, comfortable seating to wait and although we did not deal with any other associates, I noticed every sales associate in the store was engaged in their job, warm welcomes to customers coming in and no employees were just standing around. I highly recommend this location for AT&T....

Making this short but sweet. Sales pitch to upgrade my phone was good. Supposed to lower my bill... imagine my surprise when a 530.00 bill popped up. After hours of messed up calls and texts with chat bots.. I found out that because of a small crack in the bottom of the turn in phone (that i was assured wasn't an issue by sales attendant) prevented the phone from being eligible for turn it... but was shipped to them. Therefore I had to pay the full pay off price of said turn in phone... but i couldn't get it back. So now I have a large bill on my account, all because I was trying to lower my bill. I am now paying full price for a phone that I cannot get back. I loved AT&T service but this store has soured me on them. Blatantly lying to get the sale is pretty messed up and when my daughter said that it all sounded too good to be true and more like a scam... i should have listened. Next stop is to cooperate to a least address it, this store and to make sure no one else gets screwed...