AT&T Store — Local services in Hickory

Ok... so we ordered online new service! Order went thru and we were getting 4 lines in starter plan with military discount and ap/pb. Which would made the plan cost 26.50 each line! So, point is we get to this location and due to covid they limit the bodies. We didn’t have an appointment (our mistake) so there was this man names Josh at the door that said. “There’s a wait”. Ok great so.... do you need my name?? He said yea what’s your name and number and what car. So we travelled in two vehicles and told him the account owners car. We loved to mine and went back in and told a lady to update it! She said cool gotcha! Mind you we waited for almost an hour till I see Josh waltzing over to the other car. Get out and say we r right here guess she didn’t update the info. That’s the second issue so far. Go in with positive thought and try to keep upbeat! Sit down at a desk with plexiglass and he pulls the phone number I gave him. Which again was my phone number that’s attached to a business account and he starts asking questions about it. (We already said we were there to start a new account). The person with me and myself had to chime up and tell Josh twice this account needs not messed with and we aren’t working with it today. We are starting NEW service. Explain about the cancelled order from previous night and he thank goodness was able to pull that order and see why it cancelled, and to avoid having another credit check ran. (He was knowledgeable of his systems). Thanks for that, however at this point this place was busy busy. Then the store manager come to the floor. This is where this store gave me the worst taste in my mouth. There was a group of 3 that came in and the manager was stationed right behind us with these three people. Behind manager is a tv with sound bar. He then turns on “maddmaxx” movie. It was so loud it was hurting my ears and it m partially deaf. The person I was with had to answer a few credit questions and he couldn’t hear the lady on the phones questions due to how loud this tv was. N out only was the tv blaring but there was also Bluetooth speakers ThT had to be pumping alanis morrisette at high volume as well. I lean over and ask Josh “can you please get the tv volume adjusted down please, it’s really bothering me” he laughed a snarky laugh and says “ha, good luck with that!! He likes it that way!” I was astonished at the fact the store manager was like that. I brushed it off and held my ears to help with the pain I was enduring at the time. Had to leave the store twice. (Mind you I was there to help my nephew open a new account and not get screwed over). Now, the manager leaves the floor and another rep comes out from break and he goes to the tv and turns the volume down. He was great and I wish I had his name! Thank you friend! When I thanked him he said “you’re welcome, I can’t stand when he does that. I can’t hear my customers and I really like hearing them” not even 5 mins later maybe legit a minute later manager comes back to the floor and cuts it back up and higher than it was before. Now we get to what really grinds my gears. We get our phones activated and texts come in telling us that we have hbomax for free with our elite plan! Now again our order was for 4 lines on the starter plan with military discount which we asked about twice. So these retail agents get commission on sales of phones watches plans and features! See photos for the rest of my review! We were lied to! They also are getting commission paid out for his choice to change our order with out our permission or choice int he matter. Josh did not follow policy and procedures set forth by att! Josh fraudulently added these features and rate plan. It was advised what plan we wanted and zero features! We also got free activation due to military discount! Out css states our bill is going to be 700$ josh are you going to use your Commission to pay out bill that you screwed up? I am livid!!!! How can you sleep at night knowing that you are frauding people??? This...

I’ve been to this unit multiple times and I can go ahead and tell you that anytime you deal with AT&T you better prepare to have a long hard road ahead of you. The sad thing is that I spent over $700 total out of pocket and purchased $1800 of merchandise last night at this location nevermind the $4000 I’ve spent in 2018 alone. I pre-scheduled my appointment for 4pm by reserving a spot online and I still spent 3 hours at this location trying to upgrade my products I was treated very poorly and as a consumer nothing was their problem. Getting a new phone should be an exciting experience not a disappointment. Needless to say I had to leave the location with none of my new equipment working. During this 3 hour visit I was told I couldn’t even go down the street and grab a bite to eat 2 hours after my arrival while they worked on the equipment issues “they” were having being I had already worked a 10 hour day and had not yet ate anything and had obtained a stress migraine while trying to deal with the “customer service” AT&T provided. They said they couldn’t be liable for the phone I just purchased and had never even walked out the door with! Then to top it off at the 3 hour mark I told the lady helping us that I just couldn’t spend anymore time at this store being it was 7pm and I was exhausted and I told her that I wasn’t interested in spending anymore of my evening at AT&T, she responded with the smart comment of AT&T wasn’t where she liked to spend her evening either......wow...just wow....well at least she was getting PAID!!!!!!! Oh and I would also like to mention that when I excused myself to the ladies room and opened the door a young male employee of AT&T was HIDING, yes, HIDING in the LADIES restroom!! He quickly apologized and ran out but SERIOUSLY?! Now the reason I’m giving 2 stars instead of one is because there are 2 gentlemen working at this location that are exceptional and have genuine customer service skills and one is named Ronnie and I can’t recall the others name at this time (Carl maybe? He has longer dark hair and looks as if he spends a lot of time at the gym ;))But they will both go out of their way to help and ensure you leave happy with your investments. Just be warned that this unit is extremely disappointing, and I had to go home and call apple support to get my new equipment working. Apple was great and easily helped me get all watches and phones working in 45 minutes. So I highly suggest just to shop online and then seek help from the manufacture because AT&T is the most trifling “we aren't responsible once it’s paid for” business I have ever dealt with. Good luck to anyone...

I agree with Patricia. A manager will NOT answer your call OR call you back. i wanted my AT&T experience to go so well. I even had a social media AT&T rep try and get a response. Very disappointing way to treat a First Net client.

I spent over $1500 when I purchased a new iPhone, Apple Watch Series 7, an iPad Air 5, and a hot spot. In a nutshell, I was transferring my service from US Cellular and had ordered a new iPhone and iPad Air online. When I called the store about picking up the cell phone, I was told that due to a “glitch” in their system I would have to re do the First Net process and place the order again when I came in. I suspect now it is because they wanted the commission (which is fine, but just be honest). When I got there I worked with Zachary and explain to him and the other guys there (Sam?) about the two orders that I had already placed. They said they would take care of canceling those orders and “not to worry”. I had ordered the purple iPad but they didn’t have it and sold me on the blue one which is not what I wanted but they said they would cancel the other one. I gave them the order numbers three times and was repeatedly told it was done. They didn’t cancel the order and I received the iPad I actually wanted this week. I also purchased an Apple Watch and was given the wrong color by Zachary. I called immediately when I knew the order had not been cancelled and spoke with Zachary. He freely admitted that he messed up but told me I would have to pay a restock fee to return it. I explained that I wanted to return the iPad that I purchased in the store and keep the purple one that I actually wanted. I also told him I had no intention of paying for an error they made. He said “There’s nothing I can do and there was no way they could help me”. I wanted the purple one and feel pressured to get the iPad at the store in a color I didn’t want. I am a first net client. I would have thought the customer service would be better for first responders but these guys were not helpful. I asked to speak with a manager and was told “she’s here but in the back. We will have her call you.” She never did. If you must get AT&T go elsewhere and don’t give these guys the commission. They will forget the thousands you spent right as you leave the store. I had planned on switching 3 other numbers over but will not be...