AT&T Store — Local services in Harlem Township

I upgraded my son's phone online but decided to complete the trade-in process of his old device at the AT&T store in Machesney Park.

I expected the process to be long and drawn-out, but nothing could be further from the truth. An associate named Bree (sorry if I have the spelling wrong) was helping another customer when we walked into the store at Noon, but after only a few minutes, she began to help us with our issue as she began transferring the other customer's data to their new phone. She did a great job explaining the process of the trade-in to us and what to expect. She patiently answered all of my questions (even the dumb ones).

Bree did a great job multi-tasking the finalization of our trade-in along with the other customer's upgrade (and kudos to that other customer for being patient as well). I don't think I could have done it in a retail setting like that without getting panicked or screwing something up. Even though there was an issue with the IMEI number not going through initially, Bree immediately knew the source of the problem, gave us the steps to solve it, and helped us while applying a screen protector to the other customer's new device! Again with the multi-tasking!

Long story (review) short, Bree is the BEST! I appreciate the help she gave us today...and the fact that she saved us another 30 minute trip to Machesney Park! She deserves a HUGE kudos from management...as well as...

I have never felt as bad as they made me feel today. My husband and I came in the store to buy our children the new iPhone Xs Max as a surprise to them. Clearly we wanted to get the best deal we could and after running my credit decided to try my husbands instead but he didn’t have his ID. We went home and came back and we were interigaded on why we were buying OUR kids $1200 phones. The associate made us feel like criminals! Then we had to decide which plan we wanted to go with and decided to go with a unlimited plan and again we were interrogated about spending $200 on a monthly plan for them when I again felt like a criminal and said to him that we are not hurting and wanted to do this for our kids! He was very rude and said “neither am I but would never do this for my kids”. My husband and I felt very offended! I have never in my life had someone treat me this way! Needless to say we planned on buying them there but because of how we were treated we went somewhere else and spent more then we would have there because we were treated amazing by Jonathon at US Cellular!! Now that it’s all said and done this is my way of feeling like Julia Roberts in pretty woman “You guys work on comission right?? BIG...

This is the second time in the last year that I have tried visiting this store; and it’s the same exact person working as the first time I went and had a terrible experience. SAME experience this time. Employee just sits there, doesn’t greet you, doesn’t say ANYTHING period, not even a “hi I’ll be with you as soon as I’m done with this customer” - nope. Just sits there, playing with the other customers phone looking all dazed and confused. The first time I was in the store for almost 20 minutes before I just said screw it and left. This time, I was in there for about 15 minutes when I finally went up and said “hey I don’t mean to bug you but is this going to take a while?” And he looks at me like I was an alien and said “uhhh yeah I’m finishing this up here” like I was disturbing something super important. I waited another 10 minutes after that and just walked out. This is literally thee worst customer service I have ever experienced and for the SECOND TIME AT THE SAME STORE FROM THE SAME EXACT EMPLOYEE!!! Customer service is EVERYTHING - I have worked customer service for over 7 years and I would never think to act like that to someone who needs help in my store. Someone needs to do something...