AT&T Store — Local services in Lapeer

Review January 2022: The AT&T store in Lapeer has continued to earn my business! I completely lost my phone in the snow so I had to stop in to see what my options were. An associate, Andy, greeted me and got me started reviewing my account and the options available to us. I did end up having to bring in the Primary on the Account for certain authorizations (not the location's fault, this is how mobile service providers work). We ordered an insurance replacement that came to my house in 2 days. We did ask about trade-in's upgrades since we had had our phones for a few years now and Andy presented us with an excellent trade in deal allowing us to get basically FREE upgrades to the "next newest" models available. I was really impressed with Andy's quick thinking to get me a phone for the meantime, but also to upgrade both of us for such a great deal. When our new upgraded phones came in, we brought them back to the store to get activation and data transfer assistance. Andy helped get the process started and then another associate, Bri, finished the activation/data transfer with us. It took about an hour or so, but the associates were very friendly and knowledgeable throughout the process. I really feel that this location has a strong drive for customer service and does their best to achieve satisfaction within their ability (mobile providers do have some limitations that tie the hands of these associates).

Original Review: We came in on a Monday to discuss starting up a new plan, pricing, and details related to starting a plan and we were given excellent service! We were greeted right away and had an informative conversation with the associate. He answered our questions and was knowledgeable about the service, billing and how the process would work. We came in the next day to actually complete the set up of the plan and make our purchase. We were greeted right away and even with some complications removing ourselves from existing plans we were set up successfully and completely understood what we signed up for and the costs involved. We were treated with excellent respect...

Went in and I honestly don't even remember the guy's name that we talk to (he had his hair up and dark brown? hair) and when we started talking about the deal that was on the Facebook page. He just looked at us like we were stupid and had no idea what we were talking about. Literally kept saying how we were looking at switching possibly and he made it super awkward by just standing there and not really responding to us. When I said that we'd be interested in switching, he then was like "oh you didn't say that you were." Dude I literally said we were looking at the deal and possibly switching. I've done sales when a possible customer says hey I'm possibly interested in your product take the next steps and see what you can do to get the ball rolling. So after we moved over to see about switching the guy totally continued being awkward and acting like he didn't want us. I understand we came in an hour before you closed but it definitely made us feel rushed and unwanted to be there. And even though we couldn't get phone through you guys I'm honestly glad because that was definitely hands down the worst customer service I've ever had. Even when my boyfriend made a comment about how he wanted to do an iPhone 14 he was immediately cut off and told that he couldn't have one. That's all right we'll take our business elsewhere not a problem. Awful customer service. And probably should teach that dude how to actually do sales. And maybe not to make potential customers feel like they're not...

Very disappointed with the service provided at this location. My husband and I went into the store with our 18 month old originally to fix his phone and ended up deciding just to upgrade instead. At first we were assisted by the manager on staff who helped us pick out our new phones and set up our new plan. He explained to us that he was changing our plan to “save us $10 a month” yet somehow our bill was going to be almost $100 more a month. At the time we didn’t think much of it as we were trying to keep our toddler entertained and get in and out of the store as quickly as possible. The manger then called a sales associate over to finalize the plan. The sales associate looked at the screen and said “so we’re changing your plan..” but was then cut off by the manger saying “yes, I changed their plan to save them $10 a month” and then they gave each other a little look that I did not understand or process because again, we were trying to contain our toddler. Come to find out they had actually added a $30 a month protection package onto our plan without mentioning it to us whatsoever. I’m so frustrated by this display of poor ethical standards and lazy salesmanship. I understand the benefit of a protection plan but feel our options should have been laid out for us to choose and not snuck under our noses to take advantage of us. I will not be using this location ever again and will instead use the corporate...