AT&T Store — Local services in Claremore

I guess since I’m a previous employee, and my personal relationship with the store manager took a toll on the professionalism I should expect when coming in as a customer. Have visited this specific location (in which I used to manage, #Dani), since I left this authorized retail location, and usually the pettiness is a minimum. I have been polite, never have had any kind of a negative attitude with any of the employees. Then tonight when I came in, the new operations manager, Andrea, stepped in the back to “make a quick phone call”, asking the other sales rep to take over, so obviously she wasn’t needing to call for assistance in what she was doing. I picked out the cases and screen protectors that I wanted to purchase, and waited over 30 minutes to be assisted. I asked the sales rep if she could assist me, as she was taking the display devices down to close, (they close at 7, at this point it was 7:20), to which she replied “no, I’m sorry, she has to check you out”, and pointed at Andrea, the operations manager, who was assisting a customer in setting up their new phones. Which was odd, because, at least last time I checked, all employees are capable of doing a simple accessory sale, and are also trained to multitask, for instance, if the rep is done with the sale, and the phone is being set up, they could step away from that customer momentarily, to do quick things like accessory sales, or bill payments… So you can see my confusion when I was told by a rep that she was not allowed to help me, but instead I had to continue to wait until Andrea was available to assist me, while she worked on setting up a phone with a customer, that she had been doing for over 30 minutes, since I first got to the store. While I was waiting, I asked Andrea if they had privacy screen protectors for the new iPhone 17 Pro Max, to which she said “no”. I noticed a box with accessories opened, with some accessories on the table, and asked if I could look at them, and she said “you can, but they’re all for the iPhone 16”.While looking I found 20-30 screen protectors for the iPhone 17 pro max, 2 of which being the privacy screens that I was told they didn’t have… along with about 50 other accessories, specifically for all of the iPhone 17 models, and maybe 10-15 for the 16’s, and a few random Samsung ones. I would have assumed the operations manager would know what products are in store, available to sell, because when you receive a shipment at this particular establishment, it is up to the operations manager to accept the package, and scan each item in said package individually. Which had clearly been done, considering it was on the sales floor, seemingly ready, although incredibly messy/unorganized, to be distributed throughout the store to be sold. I wonder why it is the same operations manager that had to receive said package would either have just completely forgotten the 50+ accessories that were for the iPhone 17 models, including the 2 privacy screens protectors I ended up finding, or blatantly lied to me, by saying they “do not have ANY privacy screens protectors for the iPhone 17 Pro Max”, and that the box “just has things for the iPhone 16’s”. I know that employees receive 50% of the company’s profit of accessory sales, in commission, as well as the monthly commission goal/minimum is significantly lower than the sales reps, making the sales reps more in “need” of a sale. I just find it hard to understand why I had to wait over 30 minutes, even after the store was closed, to be assisted, when there was an employee who is more than capable of selling me 2 cases and 2 screen protectors, and was no longer assisting customers at all, for an employee that couldn’t step away from her data transfer, until a few minutes AFTER I asked the sales rep to assist me, then Andrea was able to ask said rep to “take over this transfer”, to finally assist me. I asked Andrea why it was that she had to be the one to assist me, she said she was instructed by Jamie, current store manager....

So I actually went to the Catoosa AT&T. However, the sales rep that helped me that day (about a month ago) works at the AT&T in Claremore. So I wanted to leave this review so his boss knows what a terrible experience I had. This guy did not even activate my phone before I left the store. We were trying to transfer all my stuff over from my old phone and I think he was just over it and ready for us to leave so he basically told me to just connect to wifi when I got home and continue the transfer myself and then everything would be fine. Well instead what happened was I completed my transfer to then find out that my phone wasn't even acitvated. The store was closed by this time. I had to go by there the next day after work to get it activated. Then when it comes time to pay my bill today, a month later. I decide to stop by AT&T in Catoosa because I got a text saying my bill was ready to pay and I had signed up for autopay and I was confused. I find out after arriving and speaking with a very good AT&T sales rep Abraham, he explained to me that we had two separate accounts for both of our lines that were supposed to be on the same account because it is cheaper that way. I know Harry knew that we wanted one account with both lines on it. We never said anything about wanting our lines on two different accounts. We are married and literally the cost goes down per line when you have more lines on the same account. So this was very frustrating. Especially since this is not what we asked for. So we had two separate accounts with the same name on both accounts. It makes no sense to me. Because of this. One account that we had provided a phone for btw, the bill cost us $160 for the month. The other bill, the one we got a new phone on with installment plans, that one cost $190 for the month. Making a total of $350 for the month when we only got one new phone and started two new lines. That is absurd to me. I feel like we got screwed over by this guy and I cannot come up with another reason as to why he would open two separate accounts for our lines unless it somehow benefitted him. So Harry, I hope you are enjoying the bahamas while we are over here dealing with this mess you made. He won a trip to the bahamas for being AT&T's top sales guy or something. Well now I see why he won that. He obviously knows the tricks like what happened here. I'm sure this was not the first time either. It's not right and I really hope this guy is gets in trouble for this and that his superiors perform some sort of reprimanding for what he did here. Because I 100% believe it was done intentionally and I believe he did it cause he either made more money or because it looks better on him and like he is doing more business by opening two accounts instead of just the one that we wanted. Anyways, I hope something is done about this because in my opinion Harry should not be able to do this to people anymore. It isn't fair and it's just not right. So if you go in this store be watchful of Harry. He will do things with your account that you did not ask for and turn your bill from 170ish to over 300 dollars. Not cool at all. Most terrible experience I have ever had...

Was considering switching from Verizon because of a good deal on iPhones. Went to this location and there are 3 sales reps standing at a table playing on their phones, and look at each other to see who’s going to assist me. I get the newbie and it cost her a sale of 2 new iPhones. She didn’t know how to get me set up from Verizon, and I asked about a certain iPhone that they said they had in stock. During the setup process another rep sees she’s having trouble and comes to assist. My rep says right in front of me, “I’m ready to quit this job.” Awesome guest service. To make things better the phone I asked about; as I wait close to an hour, another couple comes in and the other sales rep sales the phone I came in for. After this all gets figured out, the sales rep says, “You can drive to Catoosa and pick it up.” My response was, “Ma’am I live in the opposite direction. Why would I drive there to pick it up when you told me you had it in stock and sold it after I had already inquired about it in person.” The lady tells me, “My Manager will go get it he drives really fast, he’s on the phone let me go get him.” Another 20 minutes pass as he’s dealing with another upset customer, so I tell her that I will find my phone somewhere else and I may call her back tomorrow. I found my iPhone X at the Verizon store in Pryor. Do not go to this place. Terrible customer service and professionalism. I opted to stay with Verizon and miss out on a good deal, because of the way I was treated. Food...