AT&T Store — Local services in Galloway Township

Warning ⚠️ Do not let Michael help you. Michael, the store manager treated me poorly and disrespectfully. I went in and clearly communicated that I wanted an upgrade from my current iPhone 12, which was not charging. I explained that I had a caregiver for my 92 year old mom with Alzheimer’s and this phone issue was important as the only communication if there was an emergency. Michael looked up my plan and then began a sales pitch, telling me I was not a priority costumer or user with AT&T, because with my old outdated plan I was only getting 4 G service and v limited hotspots. I could change that with a change in plan. I did not want that and as an authorized user I stated it. He continued to work numbers, explaining the difference in monthly bills. When I told him “no” I just wanted the upgrade, he wanted to call the primary account holder to explain. So he did and the same decision I made to stick with plan was made by primary account holder. We hung up. Next, I asked him to just upgrade and share phone options and deals. I decided on an iPhone 15. He had a powder blue one in back- perfect 👍🏻 .Then he started again about upgrades. I said “no” and he then said I see you have HBO Max with current plan but I am still saving you twice what it costs. He would not listen, and began to involve the other salesman in a conversation “ for my benefit” where he explained the savings . The other salesman agrees wholeheartedly with him and I say “no” again. ( also keep in mind that when I asked Michael for a plan comparison and my current plan’s name, he replied , “ I don’t have that information. I can’t see that on my computer.” However next thing you know he tells me he knows we get HBO Max as part of our plan. When I ask him that same comparison question, he says he can only see certain things. Michael now wants to call primary account holder again, a second time on phone, because I say, “ please give me the upgrade”. He refuses to proceed and I am in disbelief over the level of disrespect in which he is treating me. I start to leave, telling him I don’t trust this process and getting this upgrade because of his disregard for my wishes. As I begin to leave, I realize I have already paid him for bill due and for balance of phone ( iPhone 12 balance). I decide to walk back to seat and wait for him to get upgrade and also at this point I want his supervisor and to file a complaint. He continues on for the 10-20th time about he is just trying to save me money and the new plan is better. Incredulous over his behavior but in need of a phone ( I have now paid a caregiver for my mom too), I say, “ call the ( primary account holder) again if that is what you want. He does and explains all he wants about savings and that person says, “please keep my current plan and give her the phone she wants”. He says it to Michael repeatedly but Michael keeps reiterating about savings. A few minutes later same decision to keep plan is stated -We hang up. He is still hesitating and arguing with me about how he is just looking out for me. Finally. I say for at least the 5th time “ you are not looking out for me but yourself. If you cared about me you would have given me the phone I wanted and respected me in the process. I asked for supervisor’s name and his reply, “ I am not permitted to disclose it.” When asking him for corporate’s number, he said they are located “ up the street” and gave me a 1-800 number, not the number I called that is listed as corporate. At this point, I felt like I could not exercise patience any longer and I was agitated and upset. Really I can not imagine that he would treat me the way he did. Other customers knew I was upset because of his table to table raised voice over to the other salesperson when he tried to double team me. I left, telling him I hoped he treated other customers better than me in future. I called corporate in my car and ordered a phone with them to be delivered in mail. It took 3 days but I now have a nice iPhone 15. The rep, Jim on phone was kind, supportive...

First and foremost just to put this out there that I have been a customer with AT&T for almost 20 years. That being said Latrell Towsendat should be recognized for his outstanding customer service skills that he provided. He answered every one of my questions that I had with absolute confidence and certainty. I purchased new iPhone 14 pro and I’m very satisfied with the product. I would have settled with an older model but he explained the differences and improvements with this newer model and was very informative. Individuals like Latrell are the reason why it makes things so much simpler and relaxing to still interact with the face to face business model and not just online. I thank him for being very accommodating and also humble and friendly to me and my children while they were also in the store with me. If you didn’t already have it in your minds to promote this young individual then you better start to make him more of a valuable asset to your company because when you lose employees like him that is when your company suffers. Thanks again Latrell and best of luck on your...

Stopped in to replace a broken phone. Was told I would save money switching to a business plan,and adding a line I don't need. First bill is over double what I was paying, and now have to spend MY time and energy fighting to restore everything back, and will be stuck with over $200 for service I didn't need or want. Just saw another review that was similar, and that they are a 3rd party store, so I will probably have to go to MaysLanding to get resolution. Will update. .

I returned the extra phone, canceled the number and had to redo plans on each of the phones on my account to achieve the monthly cost I was told it would be. Today I just realized 6 month later, they have been billing me installments on the returned phone! Called At&t support and they said.... You have to go back to the store. It's been a never ending saga because I just wanted to replace a broken phone.

I will never use this...