AT&T Store — Local services in Highland Heights

Buyer Beware ~ Visit Different AT&T Store

I am writing to express my extreme disappointment with the unprofessional and rude treatment I received at the AT&T store in Highland Heights by the head store manager. The head manager displayed an alarming lack of respect and courtesy and can be extremely dismissive with a customer complaint.

Staff had made verbal commitments that were not only unfulfilled but were also accompanied by his dismissive attitude when brought to his attention in the store. It is unacceptable for a manager to treat customers with such disdain, undermining the trust we place in your company.

During my second visit dealing with the same dismissive manager, I was informed that I could not return a screen protector that was improperly installed by this store.

The manager mentioned trying to go the warrenty route just seven days after purchase, despite my request for return, he would not return the product, clearly violating your own return policy. I visited another AT&T store and they returned the product and were very courteous and there were absolutely no issues.

This refusal to take customer complaints seriously at this store not only exemplifies a failure to adhere to company standards but also reflects poorly on the store's management who seemed to take the matter personally. I expect better from a company of AT&T’s stature and hope this matter is addressed promptly to prevent further negative experiences for your customers.

This manager's behavior was extremely dismissive which would frustrate any customer. I wouldn’t recommend anyone visiting this store.

I have filed a formal complaint against AT&T’s Highland Heights store with the FCC. I experienced unprofessional treatment, misinformation, and dismissive behavior from the staff. The misinformation given by the assistant manager, Johnathan, and the head store manager, Chris, provided conflicting and misleading information regarding AT&T’s trade-in and return policies. This misinformation led to a financial loss exceeding $1,000 and appears to violate FCC regulations that protect consumers from unfair business practices.

At the time of my transaction, I was given incorrect information by Johnathan regarding AT&T’s trade-in policy, which influenced my decision to proceed with the purchase and not sell the phone outright. When I returned to trade in the phone the next day after a data transfer they would not allow me to trade in the phone based on wrong information I was given during the time of sale. At that time I took a major loss on the trade-in value of the phone when they refused a working Iphone 15 that had an installment balance, but I was told something entirely different at the time of sale by the assistant manager Johnathan, beware if you trade your phone at this location if you come back the next day! The head manager refused to help with the situation and was extremely dismissive when I returned to trade the phone. I ended up leaving the store without filing a formal complaint.

When issues later arose with a screen protector just days after the store had installed on the new phone, I returned to the Highland Heights store, only to be met with extreme dismissiveness from Chris, the head manager. Chris not only refused to honor AT&T’s stated return policy but also advised his employee to potentially seek a warranty replacement just seven days after my purchase—information that directly contradicted what I had been told previously about being able to return the screen protector or case if I was unhappy. Upon asking to just return the screen protector, I was asked to leave the store.

Under FCC regulations, consumers are entitled to clear, accurate information about products and services, especially in situations involving potential financial impacts. The conflicting and misleading information provided by both managers not only violated these standards but also undermined my confidence in the legitimacy of the transaction.

I wouldn't recommend anyone visiting this store visit a different store for a...

If you're doing anything regarding an iPhone, DO NOT GO HERE. It's like working with scummy used car salesmen. Though with the way my interaction went, I wouldn't go there for anything. I'll try to sum it up. We had been there a week prior and asked if we could go thru them instead of the Apple store to get a new iPhone and if it would be the same, as it's still both AT&T. They said yes. So we showed up, and the first thing they said was, "So you'll be using our Next plan." As a statement. To which I said, "Excuse me?" They repeated it. I asked them to clarify and they just said, "Our Next plan." I assume this tactic is used because most people would just say, :yes," to get on with the transaction.

Then they brought out what was needed to get me this new phone. They told me it would be an extra $20 a month for a "new phone charge" over thirty months so that I would pay it off the device price which was over $600, PLUS all of these other strange extra monthly fees like a "new line" charge and monthly taxes. This is where I started to get hesitant, as with a contract or contract renewal, the price of the phone I was getting should only be around $99. When I pointed this out, they told me I was wrong and that it was never the case with iPhones, despite the fact that I've done it multiple times. When I said that usually I would go to the Apple store, pay the contract price and go about my life with absolutely no changes to my billing, TWO MORE employees came up all to convince me I was wrong. So I was there with three employees, who were ignoring all other customers just to do this, telling me that I needed to sign this contact and pay them what would end up being over $800 over two years, IN ADDITION to what I was already paying with my phone bill so that I could get this new phone. Oh and that it was all a great deal. Right..

I told them thanks for their time, walked out, and went to the Apple store. I told them I needed a new phone. They took me over to them and asked me which one I liked. I picked one. They said, "Great, what's your phone number?" Gave it to them. Paid $99. Walked out. Done. No changes to my phone bill. Nothing. If I would have went thru this store and trusted their employees, I would have spent over $700 more over two years. All because they swear to you that it's the only way and that you have to.

Don't fall for it. I don't have experience working with them with any other phones or processes, but after being treated like an idiot to make me sign something that would legally bind me to paying them so much more than I would have to, I have to say it's a really scummy practice and wouldn't trust them or go thru them unless I...

I recently purchased a prepaid AT&T phone for $199.00, I asked for my husband’s number to be transferred and to be enrolled in Autopay so I could get the line for 40 bucks. They couldn’t port my husbands number because there “port” system was down. He also forgot to enroll me in autopay. I paid $240.00. Got home the phone wouldn’t work said it didn’t have enough money on it. This was on a Monday. I called the store the very next day to get this fixed and was told I had to come back to the store. I live 35 mins away couldn’t get to the store until Wednesday at which time I took back the phone, my husband wasn’t happy with the phone and he had not even got to use it! I was then told I would be charged the 40 dollars for the month (which ok fine) and a 55.00 restocking fee!! I was not told about any restocking fee! The salesman Christenfer Admitted he fail to inform me about the fee if I returned the phone but said he couldn’t waive it. I then became angry because I am being charged $95.00 for a phone I’ve had for 2 days that I couldn’t even use!! He went to talk to his manager and he never came out to talk to me just sent the salesman back out to offer the 10 dollars because he never add the line as autopay as I requested!! I was flabbergasted!! I literally just threw away 95.00!! I will NEVER again do any...