AT&T Store — Local services in Harrison Township

I have never had an issue with anyone at AT&T until yesterday. On Wednesday, October 3rd, I went into this store at 6:00 or so. I was immediately greeted by an employee. A young gentleman with glasses and a beard. I can't remember his name. He was not rude, but I was not happy with the way he treated me. I told him that I was no longer under contract and I was interested in upgrading my plan and phone. Before I went to the store, I looked at my options online. I asked for a specific phone and he didn't say yes we do or do not have that, but instead said we have the next model up. I said ok, what can you do for me with that phone and told him which plan i wanted. He gave me the price, so I asked if he could just give me the price for the phone I wanted because that was more than I wanted to spend. He told me "there is literally no other option". I knew I could order it online. Not one time did he offer to do that for me. He just wanted me to get a phone that was about $150 over my budget. I left the store. I went to the store in Dent and it was a totally different story. The young lady there showed me several options along with the one I wanted. It was not in stock so she ordered it for me. She was so helpful that I ordered a second phone for my husband. And she upgraded my plan without pressuring me into a plan I didn't want. You really need to teach your employees how to better serve and understand their customers needs. I don't know what his purpose was. Why would he tell me there was no other phone option? I will not return...

After months and months of deliberation on what phone carrier to choose, I chose AT&T in Harrison Ohio! It’s close to my house, and you guys had amazing deals going on for new customers! So I went in on the night of February 8th after dinner, and it was the best decision I’ve ever made in my life! I walked into the store where I was met by a costumer service representative named Jesse! He immediately greeted me upon my arrival with a smile on his face, and I could tell he was ready to help me with anything I needed! I explained to him I had already spoken to a representative a few weeks ago, and I was coming in to get two new lines, two new phones, and I needed a trusted phone company guy bc technology is not my forte! So he went right to work and He spent hours making sure I felt right at home, and I got everything I needed for myself, and my family! Jesse went through all the best deals with me, and even made sure I had the accessories I needed for my new phones! I got more then I bargained for when I walked in the door that night, and I couldn’t be happier! Jesse did an amazing job and I look forward to dealing with him in the future! Thank for your...

The sales people could not have been more professional and personable. However, due to things being out of their control the experience was a fiasco! I spent 5 hours and 15 minutes there! Totally unacceptable! Had I not felt bad for them, I would have walked out and went to another carrier. It is a long story but it all started with the new phone that they got was broken. Would not charge. So they got me one that did work. This I appreciated because had i went home with a broken phone, I would have been very upset. What they had to go through to exchange the old for the new was unbelievable. PLUS I had to pay a restocking fee after I already paid $50.19 on the first phone. I was assured I would get a refund. Which I hope is the case. If customers have to go through this just once I can assure you that you would lose them. Also, employees. I just happened to work in customer service for 44 years and felt their pain. The way things are done needs to be addressed to make it easier on both employees...