AT&T Store — Local services in Denver

UPDATE: Changing my review to 2 stars, again only giving any stars because in the past this location had awesome employees, and one employee made some type of attempt at saving face. Just found out there was an error with the bank and AT&T, the current employees at this store could see our account and what the issue was, but instead of politely communicating the issue to us, they treated us like trash, spoke to us like we were stupid and lying, and made a back-handed comment as we exited the store. They even allowed one of their trainees to stare me down as if I’m some type of threat. Their answers seem to be flat-out lies if they don’t want to bother with you… at least their answers don’t line up with what other stores AND online/phone support reps have told me.

*I’m not going to this location again after today. I gave 3 stars anyway, because past experiences with other employees have been great here, and today someone there made at least some kind of effort at being polite. Usually I have a simple, pleasant experience here. Yesterday and today were very uncomfortable, though. Yesterday while I was there sitting with an employee, he had a trainee with him that kept staring at me, expressionless. I tried ignoring it. It was just so weird, he didn’t even blink, didn’t speak. Just stared at me. Today, I had to go back in with my partner. A younger lady seated at a table with that same trainee from yesterday, and another trainee, called us over. She was civil at first, but at some point something changed with her attitude. A woman who seemed to be her boss came over to talk to us, she was initially a little snippy with my partner, but seemed to make an effort at remaining polite and professional, even though she seemed a little annoyed OR maybe just tired… the younger girl tho, she was flat out rude. She wouldn’t engage us except to correct an amount I misunderstood, and even that she did smugly and kinda aggressive. Her jaw was clenched, her eyebrows were raised, and she stared straight down at her screen. When I realized this, I looked up and noticed that guy from the day before was staring again. This time I smiled a little, no response. Just stares. I look away, look again, still has his head turned staring at me. Doesn’t look away. Felt so creepy at that point. The woman (manager?) came back and told us that they couldn’t help us in store, and told us some other information that didn’t seem to make sense (but I’m not a cellphone expert so idk ¯(ツ)/¯) but again she did make an effort to explain things differently, and to remain professional even if a tad sassy. So, we thank her, say bye and wish her a good day, she does the same and we all depart. As we’re leaving, backs turned at this point, the younger girl exclaims “Have a nice day!” as if to antagonize us, she had enough of an attitude in her voice to catch the attention of others in the store. It felt terrible in there, creepy too. We felt like we were treated as if we did something wrong for asking for help setting up a SIM card… and worst part for us is that we have no idea why they acted like that! We never yelled, cussed, insulted, attacked, accused, demanded… I mean no clue. No one has ever been that way with us in the past few YEARS we’ve come to this location. It creeped and bummed me out enough to...

I hate writing bad reviews but here it goes. This was a bad experience. I don’t want to name names. So I’ll just refer to them as the employees. They were not upfront about the costs of their products and the value of the trade in we did. When we came back today to turn in the phone we were trading in we realized we weren’t getting the deal that was advertised. This is for my partner’s phone plan. (I’m with Verizon) When I pointed it out the mistake to the female employee just said “NO read the fine print “. I was really surprised. Last month Verizon gave me the newest iPhone for nothing and reduced my bill. Not to mention their coverage is better. (Read my Verizon review for more details on that).

I immediately told them that their website even offers a better price than what they are giving us. I ended up having to just return the new phone and paid a restocking fee to do so. It was quite the ordeal for no good reason. I took my partner over to the Verizon store where they put the newest iPhone in her hand and lowered both of our monthly bills while they were at it. $0 a month for an iPhone 16. Imagine that. It would’ve only taken us 10 or 15 minutes at the Verizon store to get everything said and done. They are so intelligent and efficient there. But we were held up because AT&T gave us the wrong account number to move her number over. When we called 611 they gave us the same wrong number. We had to get in the line with an Verizon customer service agent who had to call them to straighten it out. AT&T just can’t make anything easy. Another woman came up to us while we’re on the phone with them and said she was also with AT&T and she was coming to Verizon to switch to them for the same reason we just experienced. It was good to know we weren’t the only ones.

On another note, my mother has AT&T home phone and internet. She pays $90 a month for both. I’m going to have her cancel her plan with them as well and go with a new service provider. Most likely charter or starlink since she lives toward the top of a mountain. The amount AT&T still charges for landlines is egregious and their internet service is not as good as their competitors. Sorry AT&T. We’re done and I’m taking a few...

Where to begin? Well, for starters, I have really low expectations for the quality of customer service at most places these days. And the reason for the poor service is that CUSTOMERS are rude. If I worked in retail or food service, I would be rude too...almost everyone is rude to these kind folks who are Serving us....Attention customers: be kind!!!!!!

Review: We were greeted promptly by Alex when we walked in. Having already looked over our options online, we told him we were there to upgrade both our lines with an iPhone 11. He sat us down, asked for ID and color preferences, and within 15 minutes we’re in the process of the upgrade and transfer. Alex checked for the best promos and deals based on what we were wanting to do, and confirmed and obliged our request to trade-in a paid-off phone we had. Seamless, efficient, kind, and knowledgeable are all accurate descriptions of Alex and his customer service. Thank you Alex for restoring hope for me that some service workers are still untainted by the demur demeanor of many of my fellow patrons.

Side note: the manager on duty was forced to deal with an incredibly rude individual while we were there. The customer, as I would expect, verbally assaulted an employee over an issue with a newly purchased phone. The issue was, by their own admission, self caused. The customer was literally hollering about how crazy it was and how he wanted a refund and so on and so on. The manager explained how he was going to help, with a calm and clear tone. The customer was frenetic and irate. The manager was poised and professional. It was truly nice to see.

So. To AT&T big wigs. Put Alex and His current store manager in charge of training. For like all of...