AT&T Store — Local services in Highland

My mother recently visited an AT&T store for a simple SIM card replacement, but the experience turned into a complete nightmare.

What should have been a quick and easy process was marred by unprofessionalism, rudeness, and outright hostility.

Unacceptable Behavior: While trying to assist my mother from another AT&T store out of state, I called the store directly to clarify the situation. Not only was the store representative unhelpful, but he actually yelled at both me and the AT&T representative who was assisting me at my location. His behavior was completely out of control and unprofessional. He didn't give me or the representative from the store I was in a chance to identify ourselves- just immediately started yelling.

Lack of Basic Customer Service: My mother was left confused and overwhelmed.

Disrespectful Treatment: Instead of showing patience or understanding, the employee treated her like an inconvenience. The hostility I experienced over the phone mirrored the dismissiveness she encountered in person.

Unbelievable Escalation: I have never experienced such unprofessional behavior from a customer service representative. Yelling at customers and colleagues is completely unacceptable and reflects poorly on AT&T as a company.

This experience has left a terrible impression on my entire family, if it weren't for the wonderful customer service we experienced at our local store, we'd seriously reconsider our long-standing relationship with AT&T. It’s baffling that such behavior is tolerated, especially at a company of this size.

AT&T, if you care about your customers, I suggest you start by properly training your staff on how to communicate respectfully and professionally. This level of service is simply...

I had two experiences with two different salesmen in less than three days. First experience I went in and upgraded my husband and I's phones and the salesman seemed great (knowledgeable and respectful but a little pushy on sales- as expected). My next experience I went in with my parents to help them upgrade their phones and the salesman we had this time was OVERLY sales-y by still pushing the sale after we all already said no, very condescending when trying to explain things saying we should "trust him" because he wasn't making any sense, and the worst part... the disrespect; he, on numerous topics, belittled my parents. For example, when pushing the screen protectors he said something along the line of "old people get this a lot because they don't know how to put screen protectors on" and also "when your phones come in you can ask your grandchildren to help you get them setup" (no prior talk of or asking for help on getting these phones setup- completely unprompted).

I'd like to say this experience stopped when we left the store, but the first salesman I dealt with fed us lies that required us to call customer service (not specific to store) to get these corrected... still have at least one more call to go when our phones come in. I am not sure if he wasn't knowledgeable or if he was just saying what he had to do to close the sale.

I recommend going to a best buy or handle the trade ins/upgrades over the internet.. not worth this frustration (and...

Police. I bought my wife a new Apple Watch for Christmas online. It was the wrong one. We took it to the Highland AT&T store to exchange they wouldn’t. Edwardsville AT&T wanted a $79 restock fee. We finally got a label on line after hours on the phone and they told us to drop it at any AT&T store to expedite the return. My wife dropped it off at Highland’s AT&T store. In February, I realized the watch was not returned. I Confronted the manager who said we are not an authorized AT&T store. Thus even though we took it we are not responsible for it. He also refused to answer to AT&T who called the store. So I called and implored him to return it. I told him I would be forced to call the POLICE if he did not return it. He still refused. I finally called Highland Police who retrieved the watch and returned the opened box to us. This is the same store I bought a new IPhone from weeks earlier. They swapped my phone over giving them access to everything on my phone! Keep in mind these are the same ones that refused to return our watch and forced me to call the police! They are not an authorized AT&T...