AT&T Store — Local services in Kirkland

Deceived, Overcharged, and Dismissed – AT&T Customers Be Cautious

About three months ago, I stopped into what I believed was an AT&T store at 228 Park Ln, Kirkland, WA. I was told by a sales associate that if I upgraded my iPhone, I’d receive a $250 credit toward any accessory. I wasn’t planning to upgrade — my iPhone 11 was working fine — but the deal sounded great. I went ahead and upgraded to an iPhone 16, traded in my old phone, and picked an accessory under the impression the credit would apply.

Recently, I noticed my phone bill was significantly higher than usual, so I visited the Totem Lake Village AT&T store to ask about it. The associate I spoke with, Brad, gave off a dismissive attitude right from the start. He barely looked into my account before brushing me off and telling me that no such $250 accessory promotion had ever existed. He also informed me that I was paying monthly installments on the “free” accessory and had been enrolled in the “Next Up” program — without my consent.

Brad showed zero empathy and zero accountability. Rather than help resolve the issue, he pushed the responsibility off and told me to call AT&T’s customer service (611) — like it was someone else’s problem.

I called 611 and spent over an hour being transferred between departments and put on hold. Eventually, I was told there was nothing they could do, and then the call was dropped while I was waiting for an escalation specialist.

Still frustrated, I drove to the original store at Park Ln — only to find it closed at 5 PM, even though posted hours said they were open until 7. I then called the Totem Lake store back and asked to speak with a manager. That’s when I got David.

David explained that the Park Ln location was not a corporate AT&T store, but an authorized retailer, and admitted they’ve been hearing reports of these stores scamming customers with fake promotions to drive upgrades or line additions. Despite confirming this, he said there was nothing he could do to correct the situation.

When I asked how customers are supposed to know whether a store is corporate or authorized, his response was dismissive and borderline insulting:

“I can give you a vindictive answer if you’d like… You should have Googled it. The average customer wouldn’t know, but smart customers ask or Google which stores are corporate.”

AT&T — this is unacceptable.

Your name is being used by authorized retailers to deceive customers, and your corporate locations offer no solutions when those customers come looking for help. I acted in good faith and have been left with unauthorized charges, a more expensive plan, and a complete lack of accountability — all while being spoken down to by both Brad, who couldn’t be bothered to try, and David, who blamed me for not doing more research.

Do better — your customers deserve transparency, support, and a company that stands behind the name...

Went it to the store and told them I'm switching to another carrier and to remove my line from the family plan I was on. Without asking me, they set up a new account in my name. The first bill that came weeks later wasted some of my time canceling the account and getting the charges waved. They told me I would not receive any more bills but guess what I got in the mail this week. This second bill wasted hours of my time and unspeakable frustration to get the fraudulent charges waived on an account that was already closed. Support is abysmal with AT&T. Please do not waste your time and money.

I sincerely hope the sales associate at this store just misunderstood what I told them. I find it hard to believe that someone would purposely waste my time and money just to get their new account numbers higher.

Regardless, I will never do business...

Sadly I only seem to come on here when receive horrible customer service but on the plus side reminds me to write about the great service I had forgotten to review here. This location is the worst. We’ve been customers for over 15 years including my husbands business and employees. He came in to upgrade his phone and was treated so terribly by Zack he left. I wasn’t there but reported to head office who completely ignored it. We were about to switch servers at the end of the month until we met Henry at the totem lake blvd location. Henry not only was exceptional but apologized for the service at this location but also his company lack of response. Totally represented his company so well and was so fantastic we are still customers but only come to this location or deal with everything online. This negative review is for this location and...