AT&T Store — Local services in Conway

My ordeal at this store started Sunday, 6/9/24. I went there at 1:56 and saw a note on the door “Back at 2pm :)”. Myself and 5 other people were waiting for this person to be back at 2pm. 3 people left at 2:15, and I left at 2:36. Just not professional. The next day, I unfortunately returned. I was trying to sign up as a new customer with AT&T. I was in the process of waiting for a new license, so I brought my old one and the new sheet which shows the online renewal. That didn’t work, which is fine, I understand protecting against fraud. So I went and got a copy of my actual license from the DMV, which I should have done sooner because I never got mine since April, but that’s besides the point. So I go back and attempt to do the same thing I was trying to do earlier that morning. The NH DMV told me that the copy of my license was good for 60 days (as seen with the expiry date on it), and that it gives me all the same privileges as a plastic copy, since it’s literally my ID. So, I went to the same woman (Sierra “G”, I know her last name but I’m not putting it here) and tried again. She kept saying “oh but it doesn’t have a barcode “, which is correct, but it’s irrelevant. She called AT&T store support or whatever, and was asking the agent, saying they couldn’t get my information to upload. Then the agent asks me for my SSN and starts talking about a credit pull, and Sierra was also confused at this. During the call, Sierra muted the agent on the phone and says “wow I’ve never gotten so much sass or had such an unhelpful employee”. The call ended, and they couldn’t help me. Sierra, if, by your own admission, this person was so unhelpful, why not try again? It’s either laziness or just lack of critical thinking skills on her part, which was very evident through my whole interaction with her. So, needless to say they turned a new customer away even though I had a totally legal document. My partner used that same type of ID years ago to open a BANK ACCOUNT. I told Sierra that, and she says she knows because she had the same ID and used it for the same purpose. This whole interaction really rubbed me the wrong way. So I called AT&T CS myself. They said that yes, I can absolutely use that ID (after I described in detail what it was and looked like and that it didn’t have a barcode), and that the store just needs to call and explain that. They said it was possible they’d need to ask me additional verification questions, but that I can use my government issued license that didn’t expire until August of this year. I have never had such a frustrating encounter, nor have I ever dealt with a professional in that capacity that had as much sass and was as unhelpful as Sierra. She also talked about me with Logan as if i wasn’t there, saying things such as “she needs a physical ID” (lol I was holding it in my hand, and I reminded the man who said that of that fact and he said yeah but no barcode) and “she can have THAT GUY open an account then add HER to it”. “That guy” that came in with me was my partner of 10 years, and they didn’t bother to ask who he was or if he even would want to do that. The sarcasm and rudeness was just seeping out of Sierra the entire time. “yeah sorry I can’t do anything to help you”. No, Sierra. You didn’t WANT to do anything to help, and can’t think outside of the box if everything isn’t presented to you in a cookie cutter format. The trainee that they had shadowing Sierra while I was there that afternoon was the nicest of them all. But Sierra couldn’t have been bothered to even offer him a seat, just let him stand there for a half hour. That just highlights the rudeness and insensitive attitude.Whoever the manager is needs to re train them on promptness, professionalism, & critical thinking. I went to T-Mobile instead and had 0 issues. They laughed about the ID thing at AT&T. Thanks but no thanks, AT&T.

*EDIT: Logan aka “Loyal Gaming YT” is now cyber harassing me via my Google business page due to this review. Photos added for proof...

I'm writing this review after some time to cool down. The past two weeks of having AT&T and dealing with this location have not been the greatest. We went in two weeks ago in hopes to switch over from Verizon to their location. Everything started off good, My husband and I were able to port our lines over from Verizon right to AT&T without any issues. When it came to porting our other lines over from verizon, this is when the issues began. After going back and forth to this location every day for a week and a half, sitting there for hours at a time and answering fraud questions numerous times and getting denied by the fraud department numerous times, We were finally told on our last visit there that the 2 lines were approved, and when this happened. The internet went down and we were told by logan that we would have to come back that afternoon after spectrum had come out to fix the internet to finish the process. After being home for not more than an hour, we received a text from Logan stating that the "back office" has denied the account in full and we can no longer continue porting over any lines due to fraud on the account. We were fed up, my husband ended up having two accounts opened in his name, one of which had my birthday instead of his and who knows who's social security number but it wasn't his. I've spent hours on the phone with customer service trying to get this resolved, who by the way aren't the brightest. I went back to AT&T this morning to speak with Logan, he had the audacity to tell me the account was flagged fraud because my husband failed the fraud questions. Wrong, after speaking with customer service, the account was flagged fraud because my husband's birthdate was wrong, along with his social security number. Now after sitting at a different carrier for the past two days trying to get my number ported off of AT&T, I was finally able to. As for my other two numbers, I was not able to because AT&T would not release the pending port for them. I have also reached out to the district manger of this location as well as another superior and have yet to receive any communication from either of them.

Now, I understand the loss of not being able to open this account will have an effect on his pay because they work off commission and that they are short staffed as well, but if you screwed up, don't blame the consumer and give them attitude about it. Also, don't throw your hands up and give up because you no longer can help. Makes you look bad, not me.

FYI..... the Logan who gave this location 5 stars, he is apparently the store manager and that review...

I came into the store on June 22 to purchase an iPad Pro. I was told that I qualify for 50% off as long as I make the monthly payments of just under $22 for the three years. The iPad is $1500 and I would only be getting it for about 750 after the payments. I was told I do not have to have a service line open to get the discount. Upon my discovery of setting up the iPad, it has an active plan. I called AT&T and they told me they never sell devices without having a service plan so on top of being lied to about that which is gonna cost me $20 a month for the next three years I was also informed there is no 50% discount I only get $100 off the iPad That makes it 1400 that I am paying in full over the course of the three years on top of the $20 a month for the three years Which comes out to $720 just for Service so I am only saving $100 to pay an extra $620 for an iPad. I could buy an apple for the flat price of $1500. Never come to this location and be very cautious and make sure you don’t make the same mistake. I did here and not see an actual print out document of the exact terms otherwise You will get screwed over and pay tremendously over price for a device. Luckily, the Customer Service online are going to credit me the restocking fee for the iPad and that is the only reason I am not driving three hours out of my way to come back to this location. On top of everything I went back in to confirm that I didn’t have to open a service line after I received a text message Congratulations for your new AT&T line. They informed me that the iPad will have a number, but I will not have to pay for the service plan as it Only has line to credit me the savings I was supposed to get.

Edit Upon calling them the next day to inform them of how unprofessional their employees are. Thinking the store owner would actually care, I was directed to the person who I dealt with in the store. He told me that I was 100% wrong and said that he told me I had to have a service line that I had to pay for. Which is not true, as to why I would spend an extra $720 and be in a contract. Clearly he wanted to make a commission on a $1500 device. He had nothing to say upon the lie he sold me on for the 50% off, instead it was only $100 off the $1500 iPad. Then he hung up, I called right back and said that “I just got got hung up on by one of your employees.” He says, “yes that was me.” I asked him if he really wants to play this game, he responds in, “yes I do,” then hangs up again.

This is not a CORPORATE store, I was told if it says “prime” to run by At& T customer service. super childish and extremely...