AT&T Store — Local services in Helena

We visited this store a week ago, my wife and I went into the store & ordered 2 new phones and we bought a ton of accessories for our phones, cases, screen protectors, speakers, chargers, etc. We had a pleasant experience on our 1st trip at this store with Josh and he was happy to serve us, however we returned a week later when our phones arrived to set them up and that's when our positive experience turned negative. My wife called the store @ 10am that morning to confirm that our phones were at the store, we spoke to meah who instantly told us "no, we haven't got them yet, to check back on monday (3 days later)" We reassured meah that we got a confirmation text that our phones were there and asked her to double check her information, she put us on hold and went into the back and found both of our phones! Mistake #1; We should have automatically been told "let me go check in the back" instead of "no we don't have it" because they did in fact have both of our phones! We arrived at the att store and meah was our support tech who was helping us upgrade our new phones. Meah had a very difficult time, it took 3x as long to upgrade our phones and we didn't even transfer all the data. We got e-sim phones that need to be activated at the store by an att employee and do not have a sim card and meah spent over 10 minutes looking all over for our sim cards that don't exist. Finally another att employee named Alex noticed she was struggling and took one look at our phone box and in big bold letters it says "E-Sim Device" and Alex informed Meah that our phones don't have sim cards, that they need to be activated on the employee site. Thankfully Alex paused what he was doing to read and assist us. We both also got screen protectors and I was given some helpful advice to have an att rep install the screen protector as they are trained for proper application, However THAT IS NOT TRUE. When Meah applied the screen protector on the first phone she applied the screen protector UPSIDE DOWN and then handed it to me and when I pointed it out she said "Oh, it should be fine". I did not pay $57 for an upside down screen protector, so I gave the phone to my wife and walked out of the store because I was baffled that she was willing to let a customer leave the store with an upside down screen protector that we bought and paid for at the store and she incorrectly installed, AND KNEW IT WAS MESSED UP. So my wife kindly told her that we were not ok with the screen protector like that, & Meah proceeded to guilt trip my wife and claimed that she would have to pay for the screen protector OUT OF POCKET since she was the one to install it and my wife almost fell for it and offered to BUY another screen protector for our phones because we wanted them correctly installed. Meah continued with the installation and when installing the second screen protector she did it crooked ALSO because she said the "lines didn't match up." That was because she had the screen protector on upside down AGAIN, and this time my wife stepped in to help, When my wife looked at the screen protector, it was clearly labeled "top" and "bottom" to tell you which way to install the screen protector, it was laid out clearly but Meah did not read the instructions. Another employee, Alex, came over and saw we were upset & that Meah had installed not 1, but 2 screen protectors incorrectly now, & thats when my wife stated to Alex how upset she was for Meah since Meah would have to buy two $57 screen protectors out of her own pocket for being installed incorrectly and Alex informed us that employees DO NOT pay out of pocket for screen protectors, so we can only assume she had lied to avoid owning up to her own mistake but she almost cost us an extra $57 as she was 100% willing to let my wife buy another one for her own mistake, so BUYER BEWARE! Josh the store manager ended up giving us a free screen protector, and Alex installed both of them professionally and perfectly the first time! Thank you both...

WORST experience with at&t in 15 years. Lost my phone in the middle of a two week trip & needed to get a new one. Had the option to switch to Verizon and get on my bfs plan or he could switch to at&t with me.

Thursday: Initially the customer service was OK because Chad knew we were considering Verizon. No promotions or offers, all he said was “we can do better than Verizon”. I asked for a price and he said it would be $200 a month for both of us to get new phones. Once we agreed to go with at&t, Chad was friendly enough. He was unable to keep either of our original phone numbers at&t or Verizon so we agreed to a whole new phone plan with two new lines to make it easier for him. He said they didn’t have the phones in store but they would be delivered Saturday or Monday at the latest.

Over the weekend we realized that although the store was supposed to contact us to pick up the phones, they had never retrieved our contact info. We stopped by the store on Sunday to leave our information and met a most unpleasant Mariah. She stopped her poor interaction with another customer to ask us what we wanted. We said we were just checking in on an order from Thursday morning. She barked that the store doesn’t receive deliveries on Saturday. We attempted to leave our contact info but she cut us off saying the number would be on the box (new unactivated lines so she was going to call the box...) and she would call that number “if she wasn’t busy Monday or Tuesday”. We gave up and left.

Monday morning: upon walking in the store Mariah barked “they’re not here”. We came by again around 5pm hoping to encounter someone else who would be willing to take down our info. We were greeted by Chad who had forgotten who we were completely but Mariah interrupted all customer interactions to bark that the order was in the back. Chad gave us a phone to set up on our own and said we were good to go. We asked about the other phone which he had clearly forgotten. He said it hadn’t arrived. After being interrupted multiple times and explaining our situation AGAIN Chad agreed to take down our contact info. We thanked him explaining we had been anxious to come into the store because every interaction with Mariah had felt like an attack for no reason. He said she was new but it was still no excuse.

Tuesday: no call. We checked by at noon with no luck. We checked again at 6pm - still no. Chad said he couldn’t access tracking info. but we should have gotten an email. We reminded him AGAIN that he never asked for our email to start the account. He said we could call 611 for tracking info. I sat down in the store and did so. Long story short, it took getting an at&t rep on the phone to get Chad to look in the back “for the 16th time” and find a phone that had been delivered at 11am. So it had been there when I first stopped by at noon. Supposedly the phone was placed on the wrong shelf by an associate or so we were told. At the end of it all I asked for half off a phone case to make up for the awful experience and chad said all he could offer was a promotion to buy $100 tempered glass and receive 20% off a case. What an awful deal. But he made sure we knew that at&t reps will put on a screen protector when you buy one. Cool.

Entirely unacceptable customer service. No one at this store listens before they speak. Customers are not remembered and notes are not taken seriously. We basically paid $2,000+ to do everything ourselves and be treated like trash. This store is probably costing at&t more money than it brings in. Go...

Absolutely the worst customer service I have ever received!! This did not only happen once or I wouldn't be writing a review. On our first visit to this store we were signing up for new service. While we thought they had taken care of us , we were wrong. We specifically asked for the lowest plan without HBO max as we are not people whom spend hours on our phones and they are strictly used for our home and business needs. However, they still signed us up for the most expensive plan which I am guessing was for personal gain so that they were able to receive a commission for their so called service. When we called and asked why we were signed up on this plan we were told we had to call att customer service in order to change it. Apparently this is what they view as service. The customer has the responsibility of correcting their mistakes. Absolutely ridiculous!! Had this been the last incident with the bad customer service, I would of let this go as an honest mistake..However, just recently we decided we would add 2 tablets to our phone plan and once again they added features which we specifically asked to not be added. We originally purchased the Galaxy SE7 and a smaller version for the second line. However after reviewing the smaller tablet, it did not meet our business needs so we decided to return it and upgrade to a larger tablet on that same day of which we had to pay a 50 dollar restocking fee..which is absolutely fine. However, they never properly returned the smaller tablet which we no longer had and it was left on our account as an active line, which we got charged an entire month for!! And adding insurance to all of our devices when we specifically said no!! When I spoke with the manager at the store I was called a liar and said that they never just add things to an account without permission and again was told I had to call customer service in order to have it corrected on my account!! I will never go into this store again and will make sure to tell everyone I come into contact with to steer clear of such a horribly ran...