AT&T Store — Local services in Lafayette

If you like getting lied to, this is the place to go. We were told that if we switched from T-Mobile for our three lines, for their Christmas special going on that activation fees would be waived and we would receive $300 in gift cards to use anywhere for Christmas. We were told our monthly bill would be around $175 monthly for 3 lines. A couple weeks later, after we sent in our trade-ins that we were told would be even trades for two of the three phones, we received a $454 bill, which also included a charge for a remaining balance owed for my husband's phone even though Luke told us they would be even trades for our two phones. On top of that, they added insurance for all three phones even though we said we didn't want it $17 x 3 = $51, $10 per line to be able to turn in phones after half paid off for up to $500 toward a different phone which we wouldn't have wanted x 3 = $30, full prices of installment payments even though we sent in our nice trade ins and was told it would take up to 3 months for those to drop off. I have spent well over 8 hours on the phone trying to to get things fixed. Also, the employer discount I had sent the documentation for was not applied even though I've been promised by multiple reps this was completed. Since the employer discount wasn't applied, it's saying we will now owe over $250 /month. I called customer support to make a payment arrangement and make the payment but had to call back when it didn't post, spent over an hour on the phone with Marvin only to be told the previous payment through Arvie was never processed. This company is a NIGHTMARE! Also, went back to Luke and ask what was up because we were charged the $35 activation fee per line x 3 = $105 after already having to pay the $289 in tax at sign up for the phones we bought. Luke acted like he had no idea I was talking about or who I was and said they never waive activation fees! Then why would you have told me that?! Also found out the $300 gift cards could take up to 3 months to arrive, so fact was, we were never going to get the gift cards to use toward Christmas even though he said it just to get us to set up service. Also, have issues even getting service while out and about. These companies seriously need to be held accountable for the promises they make and the fact that they leave you on hold forever because they bank on you to just give up. Do they only have one person answering their calls service throughout the day to...

Phenomenal experience.

My wife and I had been needing a phone upgrade for a while. The batteries on our old notes where starting to fail and giving off heat. We originally stopped in and were greeted by Austin. Had all our questions answered and placed the order for 2 new S22 Ultra(didn't have the 512 in stock). Along with that we decided to get a new smartchwatch 5. The 5pro wasn't in stock and the system wouldn't allow us to place the order for it, so I settled for the 4 classic. This is where the 5 stars comes into play. After receiving our new phones in the mail, a day earlier than they were supposed to arrive, we packed up the family and headed back to At&t to assist with activation and transfer. This wasn't necessary, but we wanted to make sure everything was done right. That's when Daniel welcomed us in. Took care of all our needs and added one more... that smart watch 4. I decided I didn't want it due to my job. I wanted the more rugged 5 pro and the extra battery life was a must. Que Jerrod the Manager... Jerrod got on the horn with not only his boss, but his boss's boss to get the system corrected to allow us to place the order for the watch 5 pro. IT WORKED. The order was placed and wouldn't you know that order came in a week before it was supposed to. In closing, the transition to all the new stuff was handled beautifully. My wife and I couldn't be happier with the outcome! Thanks to the team at At&t

Very...

Worked with Deryck to get a new SIM activated on an account I set up online. To be fair, FedEx is the real villain here. They lost the original SIM AT&T sent me. It took a while to figure out what they needed to do to get me activated and required the store associate to call AT&T's customer support center. The telephone agent was less than helpful and created most of the confusion. They deleted my new account and released my ported phone number and said I was ready to go with a new plan and phone number. Since I wasn't in the store to buy a new plan or change phone numbers, we had to tell the support agent to reverse the changes. After some perseverance, we got the customer support agent to recreate my account and activate my ported number on my previously-ordered service with a new SIM from the store. The store associates were patient and let me test calls and data service before I left. I appreciated the effort the associates at the store were putting forth to try to resolve my issue even with the difficult support agent. So the store gets all the credit here. AT&T's call-in customer support center is a nightmare experience. Moral of the story -- when everything goes right, it's smooth. When an exception to the process (like a lost SIM prior to activation) occurs, nobody knows how to fix it and it's a train wreck. Pretty typical for a company this large and poorly...