AT&T Store — Local services in Minnetonka

I was in the ATT store two days in a row, to drop in a trade in iPhone, I traded an old iPhone 5 for 16 pro with the 2/7/25 promotion, I completed the trade in online, just need to drop my iPhone in the ATT store, on 2/19, I was with the rep for 40 min, first he said the ATT site was not working, then told me my IMEM number was invalid, the store manager did not approval, but told me he had successfully traded in a few iPhone 2 even the original Samsung phone that day for the promotion , he asked me to come back the next day, I went back to the store on 2/20, the lady in the store ( I assume she might be the manager) , she looked at my ID, got my account number, without looking into my account told me I could not trade in, I told her my phone IMEM is valid on T mobile and Verizon and other site, not to say I bought most my iPhone in that ATT store, she then said my trade in iPhone was not attached to the new iPhone 16 pro , which I have to show her my online trade in confirmation and receipt. I told her if ATT is acting like that to a customer who has been with ATT for 20 years with multiple lines, I be happy to go to the T mobile or Verizon stores next door for business, she then reluctant but did process the trade in an printout the receipt for the amount of credit promised on the promotion. I really don't appreciate this kind of the customer service, I have been going to that store for many years , prior employees were much more...

Update: Upon writing this review, the situation was resolved a few weeks later finally. It makes me sad that I had to write a review for this 6 month issue to be resolved. But, I am happy they were able to finally help me.

The only reason this review is not a 1star is due to Shalnea. She has been trying to help me and my family within her power. Otherwise, the experience we have faced has been nothing short or poor and frustrating. I lease my phones, so I got a new phone in October and gave my old phone back to this store that same month. Since November, we have continuously been getting charged for not just my new phone; but also for the old phone we handed back to the store a month prior. We have the email confirmation and everything that we gave it back to them. (They have also seen this email) But here we are still trying and fighting to stop being over charged 6 months later. Every time we have asked for an update we've gotten, "Oh, I thought that was taken care of already. Not sure why it's not fixed." To say this has been beyond frustrating is an understatement. We have been in constant communication with this store and still they have not helped us at all. We are incredibly disappointed and just want continuous overcharged fixed. Not sure what else we are supposed to do when when the management here is saying they thought it was fixed when it obviously is still something we are over paying, just like for the...

My wife and I met with Carter about switching to AT&T wireless well over a month ago and his customer service, knowledge of their product offerings, and caring mind were OUTSTANDING. He built a plan to fit OUR needs and found the best deal he could for us. It was extremely easy for us. We left that day with a plan to switch. We drug our feet a bit and about two weeks later my phone rang and it was Carter checking in. He remembered everything we spoke about that day, talked to me about potential savings and checked to see if we had made a purchase that we had discussed the day we were there(unrelated to AT&T). I couldn’t believe he remembered and was also very impressed that he was still looking out for our best interest 2 weeks later. Well today we finally went back to make the official switch. Carter recognized us immediately and asked about the unrelated purchase we made! The AT&T process was great, the conversation was great, and our overall experience was fantastic. I seriously can’t say enough about Carters skill in listening to his customers and finding a product/service to fit their needs. I DID NOT expect to feel like I had a new friend when we left but that is exactly what happened.

To Carter: The sky is the limit for you bud. You have the talent, mindset, and ability to chase and achieve anything you want in life. 5 stars...