AT&T Store — Local services in Eugene

Haven took my first call, Kyle and Aaron fielded the rest of my calls and when I visited the store, Aaron managed the transaction while Kyle was kind enough to check in, when finished with his customer. I was a bit frustrated at the situation but not at them. Backstory - I upgrade online, received a new phone that wouldn’t hold a charge. I didn’t realize it was a lemon until I was in the process of transitioning my old phone to my new one and it continued to shut off. Since I was mid-transfer, my old phone stopped working and my new phone wouldn’t work either. I made multiple calls to customer service and was advised to visit the store. During, I made multiple calls to the store for assistance and interacted with the above-mentioned staff. Kyle checked with the manager, Chelsea, to see if I could trade out for a new phone as I was advised by online customer service that it should and would happen – but she declined processing the replacement and advised I would have to complete the trade online.

I’ve worked at Verizon, my husband and our account holder worked years at AT&T and while I understand there are processes - this shouldn’t happen. At the end of the day, I am an AT&T customer and have been for 15+ years. The only thing that should be priority is taking care of the customer and you all work out the details on the backend. But I didn’t make a fuss because its bureaucratic red tape and the just the way it is. But I want to confirm, is that the appropriate way to handle this or should have Chelsea explored a way to resolve this for me instead of not helping at all?

I took time out of my Saturday to visit the store so Aaron could get my old phone working again. While there, what really frustrated me beyond the above situation of spending so much time on this and feeling like I am caught between “us vs them” when it’s the same company is the “manager” not acknowledging me and the issue at all. Just offering a “hey, sorry this is happening and we can’t do anything for you.” When I entered the store, there were 2 employees (Aaron and Kyle) and manager Chelsea. There was one other customer and myself. Chelsea (while standing there, not helping anyone) overheard Aaron helping and didn’t offer a hello, sorry, or just any courtesy or acknowledgement at all. She came over and barked something at Aaron and walked away.

I write this review as a learning moment that you have two employees that took time to connect, apologize, make me feel valued and apologized for the time it took on my day off, which wasn’t their fault but was nice to hear. Had it not been for Aaron and Kyle’s customer service and treating me like a person, I would want to leave my plan even if it means carrying my own separate account from my husband, just to prove a point.

I hope if there is consideration for staff being considered as management, you explore Aaron and Kyle, who represent well, in a professional and...

I was texted today by ATT to share our experience with this location. Overall this location is fine, and our experience with Haven was fine overall. (That’s who helped my husband yesterday)- and we don’t want this low score from my text to reflect poorly on him. We feel he did what he could but ATT is the actual problem. We’ve had a phone line with ATT and First Net for a few years now. My husband was a wildland firefighter for years, so he was on First Net. It just came time to confirm his eligibility for First Net, but he no longer qualifies. He broke his leg this year and was out of work for 6 months. He was not able to firefight so he wanted to switch over to ATT on my account. Instead of making that process easy, ATT/First Net COMPLETELY shut down his phone line and account. Employees at first net cannot access his account, his device doesn’t work, he can’t even call 911. He spent hours on the phone with First Net and ATT, IT, and so on and there is no resolution EVEN THOUGH an employee stated he isn’t the only one this happened to this week. Finally they said they were not able to help him over the phone- he had to go to a store. He spent over an hour after work at the store, got a new SIM card, and nothing worked. They said they’ve never seen it not work before and they’ve never seen an account be shut down this hard- all because he wasn’t able to get job verification to them. He just returned to work this week. He is recovering from ankle surgery and does a very dangerous job. We have 2 young children. Him not having a functioning device is unsafe and not okay, but ATT and first Net have absolutely no resolutions to offer so far. Actually, most employees have been great and kind and are trying to do what they can. They’re just employees, they don’t control ATT/First Net. It’s actually clearly a greater issue with the phone company itself and not giving employees and consumers access to what is needed to solve the issue. Sorry this “review” is long, we just don’t know what else to do and hoping SOMEONE sees this and is...

This is the worst ATT location I have ever visited. Over the past several years I have needed to stop in here for assistance about 5 times and every single time the employees are rude and talk to me like I'm an idiot. If you ask them for any type of customer service they will lie to you and come up with reasons why they can't do it and then treat you like you don't know what you're talking about. They are beyond lazy. Unless you're wanting to sign up for new service or buy a new phone, they will absolutely not help you with any type of customer service regarding your account or phone. The staff at the Willamette St location however, is extremely welcoming and go out of their way to help. It's rediculous I have to drive so far every time to get basic customer service. I've given this location many second chances but every single time I'm treated with the same attitude.. And I'm always the only customer in the store when I've visited, it's not that they're busy they're just lazy and don't want to do anything except get me out of the store as quickly as possible so they can continue sitting on their butts. It's known around the other stores, even at the Corvallis location, that this store is poorly run and has rude staff. I'm not sure how this location continues to get away with treating loyal customers so poorly but as an ATT customer for decades it's just unacceptable. Corporate needs to do some type of undercover boss scenario here and witness an actual...