AT&T Store — Local services in Glastonbury

If you do come here, do not work with Shanoya. She is extremely rude, and not in the least bit patient. I came in to buy a new phone with a new line of service, and a smartwatch with a line of service for that as well. It started off fine, I expressed what I wished to do, and she proceeded to assist me. She said she didn't have the watch in stock, but would have it shipped to me. Fair enough. I paid for the watch, and signed an agreement for service and put forth the order. So far so good.

Then we get into the details about the new phone, which is where things started to get stressful and aggravating. I told her right off the bat that I wanted 5gb of data for a monthly service for my plan. She acknowledged this, and we proceeded to go over terms and conditions. I thought it was weird at first that she couldn't show me a sample statement or at least an estimated draft of what my monthly billing would be, but it's AT&T, not some fly by night company, so I pressed on. 2 agreements later (one for the new phone, and one for the new plan) I still had a lot of questions about things. Such as pricing, my trade in, etc. and this is where she started getting short and irritated with her answers. It's not my fault she's presenting agreements to me without explaining them or the details about the plan. So after all of this, I had a question about the shared data and the rollover, and she said "your 10gb's will roll over". To which I said "I specifically requested 5gb's." Then with a disgusted and bitter tone, "well I'm sorry I'll TRY to fix that." If I wasn't 2 agreements deep in this, paid for the watch and about a half hour of reading and going over documents, I would have told her to cancel everything and suggested she find a new line of work that didn't involve customer service. It's almost as if my request to see the plan in writing first made sense, but my trust was misplaced in her. Lesson learned.

There was another part of the transaction that bothered me. I was buying a Samsung s9+ with a new line of service, and at&t said that when you do that you can get a credit of $395 broken down over the terms of the next plan or whatever they call their finance plan. Awesome, however I didn't see it in the agreements or receipt at all. I questioned this, and she (Shanoya) said that "we don't have anything to show you, at&t will do it automatically after your 2nd billing cycle." If anyone other than her said that at this point, I'd believe it. Her track record isn't so great with me. So eventually the manager comes over, and shows me on a tablet some type of very small statement about the promotion. Cool, "can I get a copy of that with my order?". She said, "we're not even supposed to show you this, it's for corporate use only". I might be reaching here, but when you sign an agreement for something, and that something isn't in the agreement, is the person/company obligated to uphold that for you? So she (the manager) didn't give me a copy of the super secret Wikileaks document, but what kills me is that the website has more information about the deal than what she showed me. At this point I knew I had to call corporate after this anyway to ensure everything was done right, and things were in place. So I dropped the subject, and continued with the transaction. Shanoya said that since I signed the agreement and since it just went into effect, she couldn't change my data plan (color me surprised. Either that or she didn't have the stones to tell me she didn't want to fix her screw up). So she told me that I had to either come back (at least she has a sense of humor) or call corporate (which I did, and it was quite refreshing to deal with someone who knew how to do their job) to get it handled. So in the end I had to call corporate to ensure everything was done correctly, get my plan changed AND get the credit to my bill since I was overcharged for the plan due to the data cost.

AT&T is a great company, I've been with them for over 6 years, and I'll still use their service. However I'll never step foot in this...

Weirdly rude store. Glum atmosphere. Appeared inconvenienced by customers.

When I walked in I wasn’t greeted. The disinterest in my business was palpable. I felt more like an inconvenience. There were 3 employees and I can’t say a single one cracked a smile.

And everyone was utterly unhelpful. I listened to a customer ask the woman employee about the upgraded processors in the iPhone 15, and she’s responded with she has no idea, this isn’t an Apple Store.

I stood there for several minutes and what I guess is the manager walked over. Not a greeting or smile. I felt like an interloper. He asked if I needed help. I said yes. He said ok and then kind of walked away. Then kind of changed direction and headed for the back and spoke to someone through a door. He never acknowledged me again. Another employee came out. Wandered around a little aimlessly - it was me and one other customer in the whole store, and the other customer was being helped. Walked over. Asked if I needed help. No smile. I was definitely an inconvenience. It was just such a weird atmosphere. So I said no it’s fine and I left.

I went directly to the Wethersfield store instead. Super friendly folks, cheerful greeting, knew the merchandise. I traded in my phone there instead. Absolutely cannot recommend the glastonbury ATT store. Can highly recommend...

I go out of my way to travel to a corporate AT&T store expecting their practices to be more ethical than a third-party authorized retailer, but that was a mistake. Flavio explained that the additional monthly $6 charges for “Next Up” and $17 for the warranty were required by their policy and not allowed to be removed when you upgrade in person at their store. I insisted I did not want these charges added on, and he refused, saying they were required by store policy, but I can remove them when I get home on the app or by calling. I tried putting my foot down, but he gave no option to proceed without them. Imagine the thousands of people a year who are scammed by AT&T sales reps who have no idea what these add-ons are when explained to them. These tactics are shady, unethical, and unacceptable. I will never visit in-store again, and I would recommend everyone do the same because these guys are worse than used car salesmen.

Cramming is a form of fraud where charges are added to a bill without the subscriber's consent, approval, authorization, or disclosure is illegal and...