AT&T Store — Local services in Laurinburg

Shout out to Brooke for her 5 STAR customer service🌟🌟🌟🌟🌟!

I wanted to add more mobile hot spot to my husband's line. I called AT&T customer service and spoke to Pete. I told him what I was trying to do and he indicated that I could not add it to our existing plan and that I needed to purchase a new phone in order to do that. I didn’t understand why I needed to purchase a new phone just to add more mobile hotspot. I told him I was not looking to purchase a new phone. He then suggested that for me to change my husband’s number, that was definitely not an option. After being on the phone for 30 / 35 minutes, he did have a sensible solution. My husband and I went into the AT&T store in Laurinburg. Brooke was very welcoming and EXTREMELY helpful. It took less than 10 minutes (5 min was me explaining my issue I encountered with Pete) for Brooke to change my husband's plan to give him 60GB instead of the 10GB we had with out 55+plan. We got an email indicating the change before we even walked out the store. I should have gone in the store instead of wasting my precious time on the phone with NO help. Brooke also informed us on how to block out the Spam calls we were receiving. Brooke was knowledgeable and friendly in assisting us. She is truly an asset to the AT&T team! Keep up the GREAT work Brooke, I’m sure you’ll be rewarded, as...

Worst customer service ever. The workers were just sitting at a table in the corner of the store. They didn’t even stand up or greet me at all, they were sitting on their phone and eating. I had to approach them. When I did, the two women just looked annoyed with me that I was even there. They looked annoyed from the time I entered the store, and when I was asking for help and to get an upgrade. I asked them could I possibly fix it or would I need to upgrade and they said in a rude tone, “This isn’t a phone repair store.” The reason I ask is because sometimes they can help with it, especially since it was just an issue with my SIM card, but I was more than willing to upgrade. Then I said how much would I need to pay off to get an upgrade today and they said, “You will need to look on your account” and then rolled their eyes. They had an iPad in front of them, they could have done it for me, I had an ID. I just grabbed all of my stuff off the little table they were at and didn’t say anything but thank you, and I left. I ended up going to the Florence store to get help. I rather go somewhere with good customer service and drive farther than to be treated like that when all I was doing was trying to get help...

Update 5 days later: Turns out the person didn't know that they were doing. My family wanted to upgrade my grandfather's flip phone to a different flip phone that didn't call people by accident. The employee said that they only had 1 flip phone in the store and that we would only have to pay the taxes on the phone (around $5) and no other charges. We thought it was a great deal, so we paid, got the sim card switched and walked out only paying $5. My Aunt (account in her name) was later billed $65 for the phone. She tried calling but no one answered get calls. She contacted costumer support and they informed her that the employee did the transfer process incorrectly and that the issue could only be fixed by returning the phone in person. Today, my grandparents go to try to return the phone and ask why no one answered their calls; the phone at the store doesn't work (ironic) and the return can't happen because of Covid-19 protocols. Long story short, we are stuck with the $65 bill and unhappy. The money isn't the issue, it's the principle. We, the customers, shouldn't be punished for the wrong doing of the staff.

Original: Very friendly staff. Didn't try to over sell, just did what was...