AT&T Store — Local services in Lacey

I arrived at this store (Hawks Prairie) 30 minutes before closing and was greeted by a new employee who said he had to keep the door locked that late in the hours. He unlocked the door And let me in. I explained to him that I needed to get a new phone. He was immediately trying to persuade me to go to another location because they might have “more of what I was looking for”. I was in gym clothes and not sure why he said that. My only guess is that he was trying to close early like he suggested he wanted to do. I then told him I would like to purchase an iPhone and he once again question me to an extent to where I would hopefully not buy a phone. Finally when he decided that I could purchase a phone for around $1200 he sat me down and started going through the process. We even sat there and backed up my phone. The guy closing then requested my ID. I told him I had left it at my office and I had a picture of both sides saved in my phone. He said he would need to call his manager. She declined the picture of my ID and told me it would not work. She did suggest that I could purchase a phone for cash if I did not have my ID. I told her I would pay her the $1200 for the new phone. She then told me she would not take that much money that late at night. Her very passive aggressive manner of talking to me was a little annoying. I told her I could sense she was having a bad day and I would just go. I’ve been with AT&T for around 20 years. Never have I had this treatment. I was ready to go to Verizon with my 4 lines. A simple solution for this branch to not piss off their customers in the future would be to let the person purchasing the phone know that they will need their ID before you starting any process. Also that they have a limit of cash they can take. I think the manager should probably start closing until the new person there is comfortable closing and can answer questions without deferring to a manager. Showing up to a locked door during business hours is not...

Zero stars really should be an option. Go to a corporate AT&T store if you can. This place completely ruined my phone plans and were "unable to help" fix the mistakes that their employee JASPER made right in front of the store manager Cory. AT&T overall has terrible customer service hence the poor reviews. Jasper did the fast talking salesman pitch that I stupidly fell for. I had an Elite plan that included HBO max (a plan they no longer offer) that Jasper point blank told me that they no longer partner with HBO so I would be losing HBO in the near future anyway so I should go with a cheaper plan to save money. His first lie. He then proceeded to tell me that it would be cheaper or the same cost to add a business line. Second lie. When all was said and done I confirmed multiple times if the only changes that were made were to my phone line. He said yes. Third lie. The only reason I found out that I had made a major mistake is because afterwards I confirmed everything with a friend who works at another AT&T store. Not only did Jasper DOWNGRADE my other phone line plans to account for the "cheaper monthly bill", he made me lose out on the HBO services that I would've continued to have if he had not touched my account and when I went back to return the phone I had traded my old phone in for, they did not reverse the purchase and now I'm stuck not being able to upgrade my phone because their absolutely flawed system thinks I still have the new phone. Apparently this isn't the first time this store has swindled people by committing fraud in order to bump up their sales. This is a KNOWN fact that was shared with me by a corporate location when I went to undo Jasper's many mistakes. I was never given receipts that would itemize everything that he did to my account. Now I know why. It took me 5 days to reach someone from Consumer Loyalty and even they didn't fix the...

First of all, these four stars are for the amount of effort that went into fixing me and my boyfriends billing issue. ESMARELDA, who works at this at&t, and FRANCIS, head supervisor at 611, both went above and beyond to help straighten out the issue that a lying, decietful, greedy and forgetful employee here did. If it wasnt for them, i would give this store NO STARS... Read to the end please, because this is why:

I dont know her name. But shes white with brown hair. I understand phone companies pay by commission. Still NO excuse to lie. I asked brown haired girl about a month ago if adding my phone line to my boyfriends would have any hidden fees. Im already with at&t, i just want to be added to my boyfriends line. She said no. We went with adding me onto his plan, thinking wed only pay no more than $194 monthly. Fast forward to today, a month or so later. Our new bill came out to $311!! You read that right, $311!!! Infuriated, me and my bf drove over to the store. Esmeralda was open minded, understanding and patient. After she looked over our bill, she told me to call customer service. The first lady who picked up didnt help me. I personally, would never want to bother anyone at a supervisor level, but the situation called for it. Francis, who actually helped me because she has authority, explained what the brown haired girl didnt. Francis explained why it was $311, what 'pro ration' charges are and so on. She had to confirm with brown haired lady that she decieved me, because this wasnt my fault.

SO, if you go here for anything, I hope Esmeralda or someone else honest can help you. Every phone company will try to get more out of you so youve got to be aware of this. If Esmeralda and Francis didnt help me, I wouldnt be as 'nice' about this place. Age doesnt matter, im only 20. Just always ask about any FEES to be aware of okay...

You never know who to...