AT&T Store — Local services in Hingham

This was our 3rd time using this store to upgrade or get parts for our AT&T networked iPhones. The previous 2 times had been great experiences, which is why we were willing to travel 20 minutes to shop here. Unfortunately, this time we were greatly dissapointed.

When we purchased our new phones, the salesperson accidentally entered the wrong model. Since we were rushed through the confirmation paperwork, we did not initially catch his mistake.

Upon returning home and reviewing everything we noticed it and immediately called the store. They told us that unfortunately there was nothing that they could do about it because they are not directly part of AT&T - and that we would need to call AT&T for help.

We called AT&T. They ordered us the correct model, but they were unable to cancel the incorrect order. They said that when the incorrect model arrived, we should take it back to the store that we purchased it from. We told them that the store had said that we couldn't do that, and that we'd have to ship it back to AT&T - but the AT&T people insisted that we'd be able to take it back to this store.

Once the incorrect phone arrived, on the next day that we were able, we drove the 20 minutes again to take the incorrect phone back to this store. Upon arriving, the floor manager informed us that - despite what AT&T had said - he could not take the phone back from us, and we'd have to ship it directly back to AT&T ourselves.

(Note: if AT&T doesn't log the return as received within 14 days from the original shipping/sale date, they can potentially refuse to accept it back. So thanks to this run around, we are now cutting that window close and are facing the risk of AT&T not accepting the returned phone.)

From our point of view, this is literally a "he said / she said" situation - with the store telling us one thing and AT&T another. However, even if the AT&T person was wrong and the floor manager was correct that they cannot take it back - then we are still deeply dissapointed in the way that the store handled this situation.

Throughout all of this, we have remained polite and calm - and to be fair, so has everyone at the store. However, it was apparent to us that the floor manager at the store did not care about us or keeping our business.

Even if what AT&T had told us was wrong and we could not return the phone to this store - this entire episode and all of the additional work, time, and stress on our behalf (phone calls to the store and AT&T, an extra trip to the store, and possibly missing the return deadline) are all the direct result of the initial mistake that was made by this store's salesperson when he ordered the wrong model. Had that not occurred, then none of the subsequent events would have taken place either. Yet the floor manager did not seem sympathetic to that point, or willing to even try to do anything to make up for it.

Everyone and every company makes mistakes. People are human and we all make errors. It's how you handle your mistakes and make up for them that matters.

So it's not the initial mistake of ordering the wrong model that we are upset about. It's the way that this was handled afterwards, with a consistent attitude from the store of "there's nothing that we can do for you" and no offer to try to make this up to us. (In fact, there was barely even a half-hearted two-word apology.)

Had the floor manager sincerely apologized for the salesperson's error that caused us all of this, then that would have made a difference. Further, even if the store is truly unable to take the phone back, had the floor manager shown that the store was at least sorry for the error and valued our business - by offering us a discount or a gift card to put toward accessories in the store, or anything along those lines that would have indicated that they wanted to make this up to us - then that would have gone a long way toward our letting this incident go and possibly even continuing to shop here.

Instead, we will never shop at this store again - and we will be sure to tell others about this...

Went in to the AT&T store in Hingham to get a new phone expecting a two hour debacle. Instead I got incredible service from Trever. He answered all my questions, walked me through all my choices and helped me pick out the phone that was right for me. He didn’t pressure me into buying the most expensive phone and was more interested that I got the phone more suited to my needs. He even offered to fill out the warranty information for the screen protector I bought and email me all the info (which I gladly accepted the offer). While he was transferring my old phone info to my new phone, three more customers walked in. He politely asked if I minded that he check to see what they wanted and at the same time he didn’t forget about me. He came back to check on me three times while my info was downloading. I was impressed that one guy could take care of four customers while not alienating any of them. He even offered me water as I waited. Before I left he gave me his card and said that if I had any questions on how to operate the new phone not to hesitate to give him a call. I normally never write reviews, but got such good customer service, I thought it was necessary. AT&T, you did a great job...

I felt the need to update this review. I went into AT&T At The Shipyards in May of 2019 and was distraught that my iphone was not working. I literally lost my s*. I had a public meltdown. Not my proudest moment. But I felt the need to take the time to write this review to give a shout out to Michael Chammas and Trever Lowe. They were so calm and patient with me during my time of distress. I detest big corporations like AT&T, but guys like Michael and Trever make it so much easier when we are forced to deal with these yuge impersonal corporations. If Michael and Trever's supervisor is reading this, these guys deserve a raise.

Original Review from 2017: I went into AT&T At The Shipyards with a broken phone. I was very frustrated and angry. Mackenzie and manager Daniel Diaz were friendly and helpful, putting me at ease during a very difficult time. I left the store in a completely different state of mind from when I first walked in. This was not an easy feat. Kudos to Mackenzie and Daniel for truly helpful customer service -- a rarity from corporations these...