AT&T Store — Local services in Huntsville

My wife and I went to buy new phones on June 15, and while the phones themselves and AT&T's coverage have been fine, the experience shopping at this store and the hassle after the fact have been unacceptable.

At the store, we got service quickly and explained that we were looking for new phones since we had recently moved to the area. The man who was helping us told us we had two options and could either go with 10 gigs shared data or an unlimited data plan, as well as the price points (which we later found out also included the price for phones which he had already picked out for us) for those plans. Neither my wife or I use that much data so we asked if there were any plans with less data and were only then informed that there were cheaper options.

We decided that we would go with the 5 gig plan and the sales person began to work on our order. My wife was planning on keeping her old iPhone and I had told the salesperson that I was planning on getting a new Android. Without going over any of the options for phones that they had in store, the man helping us walks to the back and brings out a Samsung Galaxy S9+ and begins to work on setting things up. I had to stop him and ask what other phones they had before he sold me the most expensive option without even asking to confirm if that's what I wanted.

Later, when we found out my wife's phone was incompatible with the AT&T network, he did the same thing, getting her a new iPhone without asking what model or specs she wanted with her new phone.

All of these things were minor issues, but the main concern came when we tried to get an idea of the pricing. He told us that our two phones, plus the plans would run us ~$150 a month and that we would need to pay for the tax on the phone at the store. When we asked for a breakdown of exactly what we would be paying for, he said he could only give us a vague idea of what it was and couldn't provide anything in writing, but assured us of the price point. So we bought our phones and headed home. When we got home, we realized several hours later that my wife's phone hadn't been activated and were forced to go through the process ourselves, meaning that any text messages or phone calls she may have received during that time would be lost.

Finally, the kicker came today when we received our first phone bill where we were charged $280 instead of the $150 that was promised. This included phone activation fees, an upgrade fee (even though no phones were upgraded), mobile insurance (which we didn't ask for and were not informed of in any way), and a number of other administrative fees and taxes. Outside of the upgrade fee and insurance (which AT&T's support was able to correct for us), I understand that these kinds of fees exist, but it is extremely unprofessional for them not to be disclosed at the time of setting up the phone line, especially since we asked several times for a detailed list of charges.

Although our other interactions with AT&T have been great (we use them for internet as well), this experience was negative and unprofessional to the point where I will definitely not use this particular AT&T location again and will probably move my mobile service to another company...

I’ve been coming here since 2019 and always have great service. But today at 5pm 2/21/2023, a girl with red hair was by herself. I asked for an otter box defender series case for an iPhone 14 Pro Max in gold I got in the mail today by AT&T as they were sold out. She hands me a case that says IPhone 6.7 and she swears up and down it’s for the 14 pro max. I get home as she didn’t offer to put the case on my phone as she should have had and realize it’s the wrong case! It doesn’t fit. I have to drive all the way back to the store and she then changed her tune it’s for a 14 Plus not Pro max and then sees my phone and says it’s an iPhone 13 Plus when it’s not! I just got it. She wanted to look in my account and she sees I’m right. She says I didn’t know they made the IPhone 14 pro max in gold. I get the right case and she STILL doesn’t offer to put it on like they always do. She is from another store covering but oh my gosh do NOT let her work back in the store. A lady also came in and got upset with her and asked for a manager over something else. Jeeesh. Don’t let her back in this store....

I sent the below review a year ago, but have visited this store many times over the past year to get help with different things concerning my phone and have questions i had answered. EVERYTIME we enter the store, we are greeted and helped by the MOST HELPFUL, FRIENDLY and CONSIDERATE staff that I have ever dealt with in the past. I was a former T-Mobile customer and I'm SO HAPPY that I switched carriers. This TEAM made the difference and I couldn't be happier!!! DREW AND HIS TEAM ARE PHENOMENAL!!!

Drew H, the manager of this location, was EXTREMELY HELPFUL in taking care of an emergency situation concerning an elderly man's plan, concerning his elder sister's phone. He helped us get her account set up and going and directed us on how to finish up... all in the last 30 minutes the store was open and for an hour PAST the end of his shift. He was HELPFUL, COUTEOUS, KIND and POLITE!!! WE WILL DEFINITELY BE BACK to work with you on a few more things. THANKS AGAIN DREW!!! JORDAN was doing a GREAT JOB as well helping...