AT&T Store — Local services in Edmonds

I came to this store looking to swap my services from Verizon due to the lack of data and the extreme prices of Verizon. I chose to try the AT&T unlimited plan which includes DirecTV and AT&T Wireless. The service for AT&T was great but I gotta say, I was not a fan of the DirecTV. It did not offer Pac12 network and also the guide and menu screen felt very outdated. (Like something from the 1990s) I was told by all the reps at the store that if I did not like the services, I would be allowed to return all my equipment (within 14 days) and I would be charge a flexed amount for the time I had the services. I understood that I would still have to pay for all the one time charges, and installment fees. After about 12 days I was not very happy with the DirecTV and my roommates were having a hard time adjusting to the outdated DirecTV menu and guide. I decided it was not for me, so I went back to return everything. When I got to the store, returning the AT&T wireless was a breeze, but when it came to the DirecTV, it was a whole different story. I was told by the reps there that I would be charge a $400+ early cancellation fee. I asked them why they would tell me that I had 14 days to try out my services and if I didn't like it, I would be able to return it with no penalties. The response I got was "Sorry, I didn't know DirecTV doesn't follow the 14 day return policy. You were told the wrong information, I'll make sure to tell the rest of my coworkers that DirecTV doesn't follow the same return policy as AT&T Wireless." I was furious. Not only did they tell me the wrong information when I got the service, but the rep that helped me acquire the service was no longer employed at this certain store. They basically told me since she was no longer employed there anymore, theres nothing they could do but file a corporate complaint. So I decided to follow up with a corporate complaint and I left all my information and billing information with the rep and he told me that he would get a hold of me once he hears back from corporate about my complaint within 3 business days. (Wednesday 11/16/2016) TWO WHOLE WEEKs pass and I still get no call back or response about my corporate complaint. The amount of professionalism and knowledge at this AT&T store is second to none. If you want to get AT&T or DirecTV, I HIGHLY SUGGEST GOING TO ANOTHER AUTHORIZED DEALER SO YOU CAN GET THE RIGHT INFORMATION and not be and afterthought just because the rep that helps, is no longer employed there. Nice people, but lack of knowledge of the return policies is very...

This WOULD have begun as a glowing 5 star review for what we thought was excellent customer service upon our first visit to this store. Instead, this is a 1 star review for what has turned out to be unacceptably poor customer service. In August I came in to get an iPhone 15 as my iPhone 10 was not working properly. My husband was there too and had his iPhone 13 with him. We were not told we could turn in our iPhones - mine for $350, my husband's for $700, towards the purchase of two iPhone 15s over 36 months if we wanted to. Instead the store employee told us of an even "better AT&T promotion"... He told us if we brought in two S3 Galaxy phones (any condition), we could both get two FREE iPhone 15s and my husband could just sell his iPhone 13 on the open market. So we did. My husband sold his iPhone 13. We paid $76.90 for the two Galaxy phones. When I brought them in, the manager told me I had been given the wrong information, the problem was "a lack of training". We, on the other hand did nothing wrong. This misinformation on the part of the store employee has cost us irreparable time and money. We have been faithful AT&T customers for 20 years and find the response we have been given by this store unacceptable. This went as far as the legal department at AT&T corporate. It has gone nowhere with Prime Communications, therefore this...

Shameful experience. Management should re-train their staff in customer relations if they would like to represent the company appropriately. Upon entering, I was immediately told, in a rude tone, that the staff member checking out the only customer in the store was the only one there all day and would not be able to assist me for several hours. Bear in mind he did not ask what I needed help with. As I was ready to leave, another staff member walked in. I asked if he could help with a cracked screen protector. He selected one from the wall and said “here’s the price tag”. I wasn’t asked where I purchased my original protector or a possible warranty. I have an iPhone 8 so the protector was only on for 10 months. It’s on me that I didn’t consider the warranty. So, I purchased the screen protector for $49.95 and waited 15 minutes for it to be applied. That is enough to have a negative experience. BUT...as I was leaving, I was told to register my new protector by having “one of my grandkids help me”. I whirled around and said: “How do you know I have grandkids?” THAT COMMENT IS INEXCUSABLE AND INSULTING. It’s ageist, inappropriate, and the equivalent of asking someone if they’re pregnant if they have a plump belly. Furthermore, there was no apology, just a stunned look. Will never return. Suggest others...