AT&T Store — Local services in Millbury

Gave 1 star because I have to. Don't deserve that! Went to upgrade our phones. Employee was beyond uneducated, rude & condescending. After spending over 6 hours with my phone, never said my phone wasn't eligible for trade-in because of a crack. We had to still come back to turn in our phones, when i was immediately told by same employee that it wasn't. Couldn't tell us that when you had my phone for six hours, including taking it out back but can then. What? Told i had to either repair it first or buy a used phone to receive credit. We were told over a dozen times our package includes an IPad. We received a Samsung Tablet in the mail. We were then told we'd have to pay the difference. We brought Tablet in only to be told we had to come in when a manager was there. Asked when a manager would be there, we couldn't get an answer. Told manager would call us. That was a week ago but manager still hasn't called. We never received invoices or quote, we had to request repeatedly for receipts to be emailed, took them 18 days from purchase before they finally did. We were told we got a free item after purchasing 2 under $55. When that item was defective, we noticed that night, she 1st refused to address it. Brought back again when 1st tried to turn in old phones a few days later, her rude response was "Well it was free!" Wouldn't let me exchange it. She told us several lies, like that she gave us a quite, we'd have to pay difference on free item, etc. To sum it up, we will NEVER go to that AT&T store again! Customer service is not a thing at all! Uneducated, rude, & lie. We have never been treated like this before but went back four times, treated more poorly each time. Go to ANY other AT&T store instead...

I’m not sure what’s happening with this store, but when walking into the store today, it was as if I walked into the break room. Employees just hanging out on their phones when you walk in. I was immediately turned off. Completely unprofessional.

The individual who asked if we needed help didn’t even crack a smile. She was not at all friendly, which again, was an instant turnoff. I believe her name is Nora.

We ordered a phone online and were in the area so figured we would see if the order was ready. Online it showed that it was in-stock and that there were several in-stock. Don’t bother going unless you have the confirmation because they are absolutely uninterested in helping otherwise. After stating that we didn’t have the confirmation yet, and asking how hard it is to fill an order when all they were doing is sitting around on their phones, they told us it was out of stock. We truly couldn’t believe it.

We were livid, and expressed our dissatisfaction and disappointment. They thought it was a big joke. We are longtime customers of AT&T and this was appalling. We exchanged some not so nice words with the so-called manager on duty and left. It was the most unpleasant experience (for both parties). We definitely could have handled ourselves in a better light, but the lack of professionalism from the get-go was a complete turnoff.

We are still waiting for a cancellation of our order since they didn’t have it in stock. Store closed at 7 and order is still ‘pending’.

Updating to note that I called to follow-up the next morning, and requested that the order be canceled as they didn’t have it in stock. This request was handled promptly and the person I spoke with was friendly...

I called and spoke to one of the female employees who told me to come up there to solve the issue I was having with activating my 16 pro max. I drove 45 minutes from Holland Ma to the Milbury location. When I got to the door at 5:59, it was locked. I looked in the window and the employee named Jeremiah looked at me and tapped his wrist in a “check the time” manner. He then walked over to the door and I explained to him that I called and spoke to an employee who told me to come up there. He refused to let me in, turned his back, and let me stand out there for 7 minutes before then coming back over to the door to let out a customer. He proceeded to tell me why he wasn’t going to help me activate my phone. He told me that the person I spoke to wasn’t even there which was false because she was standing there the entire time. So I then said to him that I will be filing a complaint for refusing service. I then went home. I would like an apology from management after being told that I would be helped if I drove to the store even though it was at closing time. If it were me, I would have let me in and tried to help. I understand that it was right at 6:00 and closing time, but because I spoke to somebody about it over the phone and drove through traffic, 45 minutes out of my way to have help with my issue, it was unacceptable. I have been an AT&T customer for 20 years. Never have I experienced something...