AT&T Store — Local services in Denver

08/10/2025, 3:45 pm - I had questions about my monthly charges and the employee "helping" me freaked out for no reason and refused to help me because she said I was being rude. My 12 year old twins were present and can confirm I was in no way rude, but the employee (who refused to give me her name, as did her manager) started screaming at me when I asked my two questions. She stated that I should leave the store before it got "ugly in front of your kids" and when I asked for her name, she refused to answer and said that she knew my name and address, as if that was supposed to be a threat. According to my twins "she copped an attitude and started screaming - it would have been a viral tiktok video if only we had recorded it". I had stepped away and asked the manager ("Brithany" according to her nametag) if we could just start from the beginning with one question at a time, but she said we needed to leave the store because her employee was "uncomfortable".

Seems this individual is ill-suited to customer service if she is unable to handle a simple 2-part question: 1) review my monthly charges, $180 / month for 2 lines is high compared to what I was quoted when shopping around for alternatives; 2) Verizon was offering me 2 free iPhone 16 Pro Max phones in addition to a much lower monthly payment, would AT&T be able to match that?

I wound up going to the AT&T store on E 36th Avenue in Denver 80238 after leaving the Northfield store, and the young woman (wish I had her name to share) helping me couldn't have been nicer (or more capable of answering 2 simple questions). Sadly, she stated she could not find a better monthly discount to offer so we have taken our business to Verizon. She gave me my account number and explained how to get the number transfer PIN to transfer my service, and managed to do so while being perfectly professional, as opposed to the absolute meltdown by her associate at the Northfield store, over I'm not sure what exactly. Would she have been penalized for me canceling my service? She told me to go ahead and switch to Verizon as we were walking out, so maybe so - you can inform her that we indeed have done that, maybe she will be happy to hear it.

I have reported both the negative and positive incidents to...

Absolutely terrible customer service at this store. I went in for an upgrade planning to pay for half the phone and financing the rest. However the gentleman Alex who was helping me never asked about the down payment and I was told it was “too late in the process” by the time it came up. I was then told to come back into the store once the phone was delivered to do a “contract swap.”

I went in two days later and had to wait an hour to be helped due to staffing issues. When I started working with the team member, she said she did not know how to change the contract that would allow me to pay off half the phone. She then said she found a “workaround” and charged me for $500. A couple days later, I come to find out that the $500 was applied to the overall account and that my phone balance remained at the original $999. I’ve now been on the phone for over an hour trying to get everything sorted out.

Lastly Alex at the store initially told me that he “had” to add the $17/month insurance to my phone but that I could take it off later. This seems like a sleezy sales scam and is counting on me forgetting to remove the insurance plan. The staff member I worked with who had the “workaround” said Alex would call me the next morning to remove the $17 insurance charge. Guess who never got a phone call the next day? Also turns out he added a $6/month “Next Up” upgrade charge to my account without ever mentioning it. Super sleeze.

Absolutely terrible service. Swipe left, thumbs down, 0 stars out of 10. Do yourself a favor and go with Verizon or...

It's important to note that this is an ATT reseller, not a corporate store. So when you go in there you will see multiple customers on the phone with ATT customer support as the people here can't actually fix issues. But I digress... I went to add a line and get a phone for my kid. I was given an incorrect quote for the monthly fee (the real charge is about 2.5 times larger than what I was quoted.) And that's the real charge after I got the service away from premium. Um, none of my other lines are premium, why would you select that for the child? I was given incorrect information about my trade-in. Turns out it was worth $17, not $800. I could have returned the phone I now have to pay full price for, but I'd get charged a $55 restocking fee if I did. And I'd have a child in tears. They added in a $17/month charge for insurance that I did not approve. They added in a $6/month charge for their next up program, which I did not approve. I specifically told them this was for a kid and I needed basic service with no add-ons. Oh yeah, and to add insult to injury, they spelled my kid's name wrong in the interface. This took two trips to an actual ATT store and multiple logins to the app to fix. I'm still waiting on next month's bill to see if this has been resolved, so hopefully it's actually fixed. They get one star because there...