AT&T Store — Local services in Hudson

Howard J (but i believe he goes by Frankie) helped my family and I upgrade our phones on May 13th, 2025. Everything was okay until I went back to trade in our old phones on Friday, May 23rd, 2025.

Backtracking to when we first went in to upgrade our phones: it was me, my mom, and my brother alone with Howard in the shop that day. All three of us recall Howard telling us that the value of our phones (iPhone 13 pros) would be an equal trade-in of $1,000.

The second visit was just my mom and grandma. A different associate told them that my grandmas (iPhone 13 Pro Max) was only worth $830, and that she would have to pay the difference if she wanted the newest iPhone 16. That was no issue as we were told we would have to pay the difference.

Resuming the situation on May 23rd: Howard transferred over the first phone (iPhone 13 Pro) and told me the trade-in amount was $830. That prompted my first question, because I clearly recalled him telling us during our first visit that all of our phones (all iPhone 13 Pros) were worth $1,000. He then said that my grandma’s phone (the iPhone 13 Pro Max) was the only one eligible for the $1,000 trade-in. This confused me even more, because a different associate had previously told my mom and grandma that her phone was only worth $830. So now Howard was saying it was worth $1,000?

As I tried to clarify the conflicting information,Howard immediately got defensive and said, “I remember you, your mom, and brother, you guys asked me 50 questions that day, exactly as your doing today” I asked why that was a problem? Isn’t that what customer service is for? Why is it an issue for customers to ask questions?

Since my mother is the main account holder, I told Howard I was going to call her to see if she was aware of the price difference and okay with the additional cost - since she would be the one paying. I also wanted to clarify the value of my grandma’s iPhone 13 Pro Max, as they had previously been told different prices.

There was absolutely no issue about price and paying it - I was just confused because we were being told different amounts. It didn’t add up. But Instead of helping, Howard got frustrated and started shouting in my face. When I asked to speak to someone else, he said he was the manager and refused to let me speak to anyone and proceeded to kick me out - despite others being in the store. Another customer and Issac were in the back, and Issac was laughing to himself while this was happening. He did nothing to step in or de-escalate the situation.

Howard’s actions were completely uncalled for. Before I left the store, he said, “You people always try to get more than what you can” referring to my Asian family. Extremely racist and not okay.

Howard handled this situation extremely poorly. It could have gone an entirely different way. He gets his commission from selling phones, and once that’s done, he seems to lose all patience for customer questions.

My family and I have been with AT&T for almost 10 years and going to Hudson’s AT&T since. We have never been treated with such disrespect until Howard started working at Hudson’s location. I am disgusted that someone like Howard is allowed to represent the company and interact with customers. He comes off as genuine during the sale, but afterward, asking him to simply do his job becomes a problem, as he made clear, multiple times.

All in all, I explained to Howard that regardless of whether he was right or my family was mistaken, that is no way to treat customers. I did not come in with an attitude or make any demands. This entire situation escalated solely because of Howard’s behavior and the way he chose to speak to me. I have a video of this interaction and have 100% proof...

Phone service was expected, while there inquired about the direct TV box. Staff person named at her a brand of canning jars was more than happy to make a sale, while helping another customer. Worked with both of us. When working with both of us we are pretty sure a couple got our box designed to provide coverage of western Florida. Our box did not have the package we paid for. After a week we brought the Direct TV box back to the store to return it. Mason could not match the box serial number with our account. Said we needed to work with customer service and ship from home. Well after speaking with two wonderfully helpful (seriously, they know more than in store staff not looking to make a sale) we were told we needed to return the box at the store it was purchased from. Back to the store we went, 40 miles one way. Spent a nice amount of time in the Hudson store again, they do play nice tunes while waiting, just loud enough to make it hard to hear sales staff. They again couldn’t match our account with the serial number on the box. Said leave it here and we will get it returned. This was August 11th. We did take a great pic that I’ll post of the store manager with our box and informs of our account. Move forward to September 13th, we got billed for not returning box and service charge. Wife stopped in and did a great Karen(modern slang, use Wikipedia!) when asked for help she said I have a complaint loud enough for all store patrons to hear. Matt the store manager when I’m back and brought out the box we had left with him four weeks earlier. He was remorseful enough to provide use the email of the district manger who would be fixing the issue. We emailed he district manager with our issue of poor service and being charged for unreturned box and service. It’s the 22nd today. We have yet to hear anything from the district manager. So yes we like the cell coverage that AT&T provides in western wi. This store provides inadequate service and when escalating our issue has received no response. I know they are a busy store, however be well aware they seem to sell and not follow up on their word or actions. So 0 stars isn’t low enough at this point, as customers we have completed EVERY responsibility we have been asked to do. Local staff have...

I couldn't even give this store one star. I have been dealing with Ashley for four months with her so called "Gonna get you a better deal". I have lost so much money and time over the last four months dealing with her "benefits" that have cost us so much more money that her "better deal". I'm sure the store got a lot of "credits" from AT&T for screwing us over for their benefit. Someone wrote earlier about their unethical practices at this store. Believe me it is VERY true. We walked in to buy a phone... walked out with many many headaches. If they tell you they are going to get you a better deal, cancel your Direct TV and open it in another name RUN from the store because it's not for your benefit - it's theirs! We also got suckered into get a notebook! It's FREE!!! Yeah noooo you pay for the line BIG TIME and when you cancel? You get a $130 termination fee! Imagine that!?!?! The store got their credit for that line too! They don't tell you the hidden fees behind their "free"! I wouldn't walk into this store again EVER and I am posting this because I don't want anyone else to get suckered into their game! Also, don't call and bother leaving a message because they DO NOT call you back. Oh, Ashley says she doesn't work at the store anymore as of a few weeks ago.. Got the email to prove that, but she answered the phone tonight! Customer Service doesn't exist at this store unless you can benefit them!

The Ashley Schule that left a previous review on how good the store is? Yep.. same Ashley!

If they tell you that you are going to be receiving Reward Visa Cards don't believe that either! I've got the email that states we were to receive a $200 Visa card for the trouble they caused but AT&T has no record of it and we will not be seeing it. Imagine that!

Beware of their intentions! Perhaps a certain media should be notified of their practices.

Update: 6 months after entering this store to buy a phone I am still dealing with issues with my bill after Ashley totally screwed us over. I wonder how she sleeps at night.

I wouldn't walk into this store if it was the last phone...