AT&T Store — Local services in Lawton

So a few weeks ago I got sick and tired of not getting any service while i’m at work on ft sill with verizon, while everyone around me who had ATT had immaculate service. So i finally decided to call and ask how i could get switched over to att and keep my phone number. Juan C answered the phone and helped me realize how easy it would be to switch over so i went that same day and did it. now when i got there, i was in a battle with myself about whether or not to trade in my phone to get the new iphone 15 pro but i wasn’t ready to trade in my device that day because there were things i wanted to make sure i could have somewhere safely in a cloud. So i made the decision not to trade in that day which would mean i have to wait 6 months to upgrade, Juan C saw i was a little upset about this and told me if i came in the next week he would allow me to trade in my phone. So Juan gave me his number and he communicated with me over the days on what it would require to make it happen. So fast forward to the day i came in for the new phone, transaction was ready to go through and then the fraud questions came up. to my knowledge i answered them all correctly but it still made him cause the fraud center. so the fraud center asked who they are speaking with and i told them my name and they said they can’t do the transaction (instead of asking me additional info). so i waited 4 more days and went back to try again, same thing happened with the fraud so when they asked who they were speaking with i made sure to tell them i wasn’t leaving until they ask me additional questions to confirm its me. well to get to the point i finally was able to get the phone and id like to give a big shoutout to juan because over the course of all of this he spent no less than 2 hours overall helping me. great customer service. glad to be...

IF I COULD GIVE A ZERO STAR I ABSOLUTELY WOULD.

This was hands down the worst experience I’ve ever had with AT&T.

I was originally told a specific trade-in value for my phone. When I came into the store to turn it in, suddenly the number was $700 less. I explained—very clearly—that the original amount was still showing online. Instead of listening, the store manager, Josie, decided to be rude, dismissive, and honestly shockingly unprofessional for someone in a management position.

Every time I tried to show her what I was referring to, she cut me off, insisted I was wrong, and kept repeating that she “knows her systems.” When I asked for her manager’s contact information, she refused. When I asked for the regional contact, she refused again and told me to “look it up myself.” And the icing on the cake—she slid my phone across the table, refused to help, and literally walked away.

Thankfully, Carlos stepped in. He actually listened, looked at what I was showing him, and confirmed that I was absolutely correct. I asked him to bring Josie back so she could see the proof—she came back, sat down with an attitude, said “what do you need,” and then started laughing in my face once she realized she was wrong. Only then did she magically find the correct steps for me to move forward.

If I behaved the way she did in my job, I would be fired on the spot. Management seriously needs to re-evaluate who they put in leadership roles because Josie is the last person who should be representing the company. Carlos deserves that position—not her.

Avoid this location unless you enjoy being disrespected, dismissed, and laughed at by the person who’s supposed...

This review is based solely on my interaction with one employee (Sam the “manager”) not the entirety of the store, however even one bad grape can spoil the best wine. I purchased a phone during which time Sam interrupted my conversation with my salesman and asked him why he was “sleeping on his cookies” and that she “ate his cookies in the back”, which is completely unprofessional in the sales floor, and resulted in her subordinate later apologizing for her comments (his manager). Regardless of that and long story short returned the phone a hour later. I had asked if the 45 restocking fee was able to be refunded, was told that the manager said no so I asked to speak to the manager. Sam the “manager” came out and said that “I unable to refund the restocking fee” so I asked who could and if she had a manager who I could talk to. She then rolled her eyes and while I was still talking to her turned her back on me and shouted that she would go get her. Later Sam went outside and glared at my wife who was waiting in the vehicle and rolled her eyes at her while Sam smoked a cigarette. Non verbal body language is still a form of communications and her’s was completely unprofessional. The lady who I consider the actual manager (sorry forgot the name) calmly and rationally explained what the restocking fee is for and what happens to a phone when it’s returned and how it’s sent back to the manufacturer. Which I was ok with, however due to Sam’s attitude and action I will travel to another location to get the correct phone. Sincerely, Loyal...