AT&T Store — Local services in Duluth

TL;DR - Employees refused to even look at us, let alone talk to us.

Went in to get help setting up and transferring information to a new phone I had bought with AT&T a few months prior. When we got there, both employees were busy with another customer. We were not greeted when we came in, but thought ‘they’re busy, they’ll get to us when they’re done.’ We wait by one of the tables. One of the employees (guy with red hair, glasses, about 30) finishes with his customer, makes eye contact with us, looks away and goes to the back. Okay, maybe he’s checking on something for that other customer, but we didn’t get a smile or anything. While we’re waiting, another couple walks in and starts browsing. The other employee (late 40s to early 50s, brown hair, glasses, balding) quickly finishes with his customer and goes right over to them and starts his whole “hi! How are you? Have you checked in?” thing. Still waiting, it’s been about 7 or 8 minutes now, no acknowledgment from anyone. That couple says they’re just looking. While they were talking, another customer walks in and sits down on one of the benches. He, once again, immediately goes to help her. “Hi, how are you, etc. etc.” She says she’s just waiting on someone (presumably the first employee who step into the back, since she gave a name). He takes a few steps away, makes eye contact with us, and then looks away as quickly as possible and goes to sit down and his table. We’re sitting there thinking, ‘um, hello? Are we visible?” I’d get it if we were actively browsing the selection of products (the most ‘browsing’ we did was glancing around a little as we walked in) because then it could be reasonably assumed that we can, for the most part, help ourselves. Even then, it’s still good manners to greet your customers. Also, because they don’t have any traditional cash registers - everything is card only - you’d still have to talk to me so I could make a purchase! We waited for about 15 minutes total, couldn’t get anyone to acknowledge us. This is THE worst experience I’ve had at ANY store, period. If you’re able to make the drive, don’t even bother with this place, and go to the 910 Woodland Ave Store. They’re very kind...

Excellent customer service goes a long way! My phone has been disconnected for over a month now. For the past month I have been doing tons of phone/plan shopping. I needed to Find a reasonable deal. I am on a tight budget. Me being a single mother to 3 beautiful children my time is very limited when it comes to situations like this. I stepped into the store and Devon greeted me right way. I told him I’m shopping around to find the best deal. He spent roughly 40 mins helping me and explaining my options. I told him I had one more phone store to go to and that I might come back once I make a decision. He walked me to the front of the store and opened the door as I walked out. It was a very kind gesture. I walked out assuming that I wouldn’t be back:... I ran over to the another store to do the same shopping. Within 30 seconds I explained to the sales person the same exact thing “I’m phone shopping trying to find the best plan, I’m looking to get one line and possibly a second depending on the on the prices . ” the sales person said “like now?” I responded yes is there something wrong.... “ she responded “ I mean I guess....” followed by a sigh” I looked around and said why is something wrong? Are you guys closed? She said we will be closing I said oh I’m sorry and left It was 15 mins to closing.... I walked out and headed back to your store....

I came back a few minutes later. unfortunately, Devon left for the night.... but another gentleman was just as kind and helpful. (I didn’t catch his name)

Needless to say I have two brand new phones.

One of those phones will be given to my son on Tuesday for his birthday! The first birthday I was able to get him a present and one he deserves. (Times have been really rough).

I just want everyone to know that customer service/kind gestures/ compliments can go a long way. You never know what another person is struggling with.

Like the sales person at the other store. Everyone is entitled to having a bad day. I could have screamed at her or made a review on their websites or phoned the manager.....

Focus on the good things..... and be grateful

Thanks AT&T for helping me...

I went in to upgrade my LG phone to an iPhone and ended up ordering a XR 128 GB because they had none in the store. I also purchased all the accessories the sales person said I needed. Eight days later (today), my phone arrived with no power adaptor. I checked online and found the notice from October 2020 stating that Apple no longer includes that because "everyone has one." I don't, and I live 120 miles from the store. I called the store and got the young man who helped me. I explained that the phone arrived without the power adaptor and that I was frustrated because I asked if I had all the accessories I needed at time of purchase. The young man said, well you should have one, you have an iPhone. (He worked on my LG when we placed the order.) I said that I didn't and I didn't want to drive the 120 miles to get one, and he said, well then, I guess you can drive the 120 miles to buy one. I told him he needs to know what accessories come with the phones they sell. He said I bought a 3 year old phone (???) so that's my problem, said I was yelling (I wasn't) and hung up as I offered to raise my voice so he could hear the difference.

I took a few minutes to replay the conversation, called back and asked to speak to the manager. The man who answered said a manager wasn't available and asked why I was calling. I explained and was told that, IF I was at all angry when I called, then the sales clerk simply responded in a like manner (yes, really) and that the staff has no way of knowing whether the phones will come with a power adaptor because "things change" so fast. He lectured me for several minutes on this fact. I thanked him and said I would find my own power adaptor and post a one star...