AT&T Store — Local services in Hiram

Edit** my reply to “AT&T (owner)” reply. if the manager wrote this, I don’t believe you (nor will i believe anything u say) You have pride in YOURSELF, not the company. money and power is your priority. keep your ‘hope’. Not only will I never visit that store again, i’d advise anyone reading this and anyone I meet to NEVER TO STEP FOOT IN THE STORE. ESPECIALLY if that manager is there delivering BUMMY LOW GRADE CUSTOMER SERVICE. and yes, yes this is over a simple Sim card change because it’s THE. SIMPLEST. THING. TO. DO. IN. THE. SYSTEM.

(original review) by judgement of her attitude and lies she told, the manager here HATES her job, helping people in general, and waking up in the the morning!!

my sister (who is authorized on my AT&T account) went in-store in a first attempt to reactivate her iPad eSIM. (one of the SIMPLEST task that can be done in store) The manager was IMMEDIATELY rude upon entry. She did NOT make my sister feel like a customer by ANY MEANS nor did she even attempt to access the device need. In fact informed us that she absolutely could NOT help at all in store (verdict was made without logging into the account AT ALL). She said Custoner care were the ONLY ones who could assist.( this is a LIE.)

The manager’s attitude was so left field that my sister thought that she had explained what she needed incorrectly. she called me so that I could properly explain what was needed to be done on the account. (which I did with a calm, clear, and inviting tone) in the second attempt the manger was very short and interruptive when I attempted to explain. She told me the same LIE followed by a few more LIES.

LIES/incorrect information said during our phone call:

Lie #1: “We cannot change an eSIM in store” - the manager (half lie) (E Sims can be refreshed in-store, online or via a customer care) (for-the-record: online wouldn't work, customer care instructed me to go in store)

lie #2: “we cant give out information like names over the phone.” -the manger ( name exchange is literally in step one of the at&ts customer experience. GREET!! this is probably why her other two reps greeted me with their names with no problem when I called a third time.) ( if you call needing fiber names would be said immediately)

lies #3: “there is no manager in at the moment, they are at lunch” (…says the manager, herself lol) (i learned that she was in fact the manger via a rep named juan)

STEPS FOR THE MANAGER (pls read) what to do next time -greet the customer and understand their need -Search for the account using a device phone number -Scan the drivers license/ID -Press number/device you will be working with -tap on equipment -enter proper eSIM and/or EID -download SIM to the device -Walk the customer to the door -Grab the next person in queue

The second call to the manager was to let her know that I have Previous experience working for AT&T retail store, and knew what needed to be done. She interrupted constantly and blamed the “system being updated overtime” for not being able to reset the esim. my sister left the store and went to another AUTHORIZED RETAIL AT&T close by and was FULLY assisted (in and out the door) within 4 minutes. use pto if you don’t...

I would give this place zero stars if I had the option. Several weeks ago my daughter and son-in-law went in there to trade in their phones for upgrade. Upgrades were supposed to be free and they wound up, doubling their bill and not getting credit for turned in phones. I was in there yesterday to turn in my other daughter‘s phone for her trade-in/upgrade and watched the employees here be absolutely disrespectful and rude to an older man that was frustrated with his new iPhone 16 that didn’t work correctly. He was within his graceperiod and was trying to figure out how to get a different phone that he could work easier and would pair with his hearing aid. He was also told that the upgrade and trading would be free and is now stuck with the phone and a new larger charge on his bill. I did not hear the entire conversation, but the body language and words that I did hear from the employee which drew my attention were completely unprofessional. He never said anything using curse words, but his body language was way worse than any bad word anyone could use. The old man ended up saying to take the damn phone back. That is when the store manager got involved by screaming over everyone in the store that he wasn’t gonna be cussing up in there. The man got even more frustrated. I stood between the man and the employee while they hearded this man out of the store, as if he was a dirty dog. Again, no employee there said any actual cuss words however they handled the entire situation unprofessionally and treated this man as if he was scum of the Earth. And then said the same type thing to me for trying to help the old man figure out why he was being charged for a phone that he was told he wouldn’t be charged for. The employees at the store do not wear name tags or the name tags they have on have nicknames on them. So there is no telling who was actually doing what. AVOID...

I visited the AT&T store yesterday with the intention of purchasing a new phone for my son. Upon entering, I noticed several employees sitting down, and no one acknowledged me at the door. After a few minutes, Myesha offered to assist me, but her demeanor made it appear as though she did not want to help.

When she asked for my license to pull up my account information, she did not extend her arm, requiring me to reach across the table. She took my license with just her index and middle fingers, as if she did not want to touch it. She returned it in the same manner, forcing me again to reach across the table. While this felt unprofessional, I initially chose not to comment.

After deciding on a phone, Myesha again asked for my license but this time placed it on the table rather than handing it back to me. I expressed to her that this was rude and explained that, as a customer spending money, I would expect to be treated with respect. Her response was a sarcastic “thank you” for informing her. At that point, I chose to leave without making a purchase.

If handling my license was a concern for her, she could have worn gloves or found another professional way to manage the transaction. Additionally, the AT&T app now incorrectly reflects as if I purchased a phone. I called the store, and a male employee told me the pending transaction would drop off within 24 hours since I had not actually made a purchase. More than 24 hours later, it still has not cleared.

I have been an AT&T customer for over 20 years, but between declining service quality, inconsistent internet and phone performance, and this negative in-store experience, I am now considering switching providers. Myesha displayed no professionalism or customer service skills in our interaction, and this experience has left me very...