AT&T Store — Local services in Issaquah

I switched to AT&T around the holiday season to take advantage of all their "best promotions and deals." Instead, I received hidden fees, incomplete trade-in credit, and unclear plan features. The store staff was extremely unprofessional and unhelpful, and they behaved weirdly.

We were met at the store by two people: a tall man with a beard and dark glasses and a woman. A store manager was also present, overseeing everything on the floor.

A conversation started about how much, what options, etc. The man said that if we switched all 3 lines to AT&T with new phones, our monthly payment would be ~$140: they had a Christmas promotion to offer $1000 instead of the standard $350 for a trade-in device.

The first monthly bill, however, included unexpected fees and taxes for $51.33. None of the employees mentioned them during the conversation in the store. Later, I also discovered that our plan did not include the mobile Hotspot feature I used to have.

I went to the store right after the NY to discuss the situation. I was met by a rather pleasant man and told him the whole story. He listened to me and advised me to talk to the salesperson with whom we had initially signed.

We returned to the store some days later. On the floor, I saw the salesperson who had sold us the deal with the man I had spoken to later. I went straight to them, and the latter stepped aside... :)

I told the man all my complaints. He seemed puzzled by the concerns and asked me to show him my AT&T account. I did, and to my amazement, I saw that we were credited just $700 instead of $2000 for the old phones! I mentioned this case as an additional issue since we were initially promised a "$1000 trade-in deal per device".

The man immediately said: "It shouldn't be like this," and "I didn't expect that." He said he would contact management and determine what could be done. He said the lines could be switched separately to get the hotspot feature I needed. He promised to answer us in 2 days and even offered to leave his cell for communication. He said nothing about the price because "everything had to be discussed with the management."

Then he suddenly asked for some time to "let him see what he can do" and disappeared into the inner room behind the store door... :)

Ten minutes later, the man never returned to us. Instead, another salesperson who was with us on the day of the service switch came out from the same door. She said that she opened our account and would work with us further. Hmm...

We briefly repeated the points: the trade-in credits, the monthly payments, the hotspot feature, and the lack of transparency while making the deal previously.

Then, there was a rather unproductive discussion: she told us they only sell, do not know everything, and are not responsible for the outcomes. Fees and taxes exist, but they depend on the location. A separate department handles trade-in devices. Finally, I was told to contact the AT&T Loyalty Support team with any further questions.

In the middle of our conversation, the manager came out of the back inner room, didn't even look in our direction, and quickly headed out of the store... :)

In the end, I asked, "What will we do next? How can we solve my case?" She again advised escalating with the Loyalty Support team. I clarified that I did not want to escalate if there were other options, but there was no better answer.

Then, I asked the lady to give her name. First, she refused, then she said, "Hanna." I asked about the badge that magically disappeared from her clothes while talking. She said the badge "was another employee's, so she took it off..." LOL

At some point, a new customer entered the store. The man we had spoken to at the beginning came out from behind the inner door and, pretending that we did not exist in this universe, began to help them. Before leaving, I approached him and politely asked for his name. He refused to provide it :)

We left the store completely frustrated, without having our concerns addressed. Our account balance lacked $1300, and we had less trust in...

This was my worst experience ever with atnt specially with the staff who straight on my face rejected to help and gave wrong info about everything. I went to suspend or cancel my service as I’ll be moving out of the county,I went to atnt on 21 and said I’ll be leaving on 26 and I’ll be really busy on 26 can I ask the cancelation to be done on that date the representative rejected on face by saying if u ask for cancellation today we can’t wait till the end of ur billing cycle and we have to do it today, I said I canceled a few lines last year and they said it okay to cancel it by the end of my billing cycle the guy Name Jack said “No the police has changed and it has to be suspended today” we called in the atnt customer care phone from the place and they said it can be suspended or canceled anytime we want and usually it’s by the end of the cycle.For which Jack said “oh they might have changed recently” then I said ok before canceling we want to upgrade our phone all cash in he denied on our faces and being loyal customers for 4 years and after having 4 atnt phones that’s what they say that u will be leaving so go to Samsung or other place because they don’t want to do it And for the brand new Samsung note 10+ 256gb they offer me. 200$ cash back I went in atnt site and saw the same phone cash back was 600$ and the phone was brand new too so I don’t get how they can treat a customer like that , so that to Jack and the manager who told him not to do it in front for us, I hope you provide better services to...

I've never had a bad experience at a corporate store until today. I had a malfunction when an Asurion agent was trying to transfer my Sim and data from my old phone to a new. It was temporary, and I wanted to use my NextUp to get the newest but something happened and even customer service was stumped and told me to head out to a store. It may of had something to do with the fact i have FirstNet and he had never done a transition for a FirstNet customer.The agent called this location asking if they could do it and they replied that they could, their hours are posted until 9pm so quick like I headed out to just get everything done as both of my phones were unusable from what happened. I got there one or two minutes before 8 and their doors were locked, the gentleman came over and told me they closed at 8 now due to high crime volume but he hesitated on it. He first asked me what it was I wanted done, if you were closed and unable to help why are you asking me what needs to be done? When I told him, it obviously wouldn't give him any way to upsell or make money so that's when I was told that that really sucks but they can't help but could take me in first thing in the morning. I'm really upset that they also told the agent they could help while also failing to mention that they modified the hours to their store. As someone that works solely in customer service, this is not how you treat...