AT&T Store — Local services in Morristown

I’ve only been with AT&T a few months now after transferring from Sprint. Really I only transferred away from Sprint because they are basically non existent in the area I was heading to. So before I went to TN, I went ahead and upgraded my phone and transferred my number. I did this all online- easy enough- that evening AT&T lovingly cancelled my order saying they couldn’t verify my identity (??) not that they even tried to reach out to me. According to the email and also according to customer service- my only option was to go into a store to pick up a phone... during the early parts of the pandemic when things were still “scary”. This was back in TX btw- so I went to the store when it said the phone was ready and was assured it was good to go and the number would transfer etc. I got home and went through the set up but calls would still only come into my old sprint iPhone so my new phone had no service. So back to the store I go (during said pandemic) where I found out they somehow had the wrong SIM card assigned to my new phone (??) Anyways, that fixed that. Fast forward 4 mos and I’m now in TN and my friend decides to also transfer from Sprint and upgrade his phone and will just join on to my AT&T account. We go into my online account, add a line, order the phone and he decided to pay the full price up front. That night- AT&T lovingly cancelled the order with the same reason as before despite the fact that I am now actually their known customer. I call customer service and was told the order was NOT cancelled despite receiving the email and despite the online order tracking saying it was cancelled. Ya I didn’t believe them. Once again, pandemic and all we drag ourselves to an AT&T store in Morristown. Here is where we met Richard M. and AT&T is lucky to have him. He was empathetic, courteous and speedy at confirming the order was indeed cancelled despite what customer service said, and he quickly took care of replicating the order and had it sent to our house. I’ve worked in a customer service role for a long long time and I know how unhappy and unpleasant customers can be when they feel inconvenienced or have misplaced anger against a company that they project on an employee. Richard displayed exactly how an employee is trained to handle those trying times- with listening and understanding (granted, we are both softies and return empathy to those in customer service roles to begin with- it’s not HIS fault the company is disorganized). Anyways Richard took an unpleasant situation and turned it around and made his company seem more favorable. In the future, I’ll just head directly to the store rather than mess with the website or customer service though :) I give this STORE a five star rating because of their employee- AT&T as a company deserves much lower. They really need to work on their “ease of doing business with” and syncing up their systems so customer service is seeing what the customer sees, just...

I visited the store on 6/29. I purchased an Iphone 11 64 GB through att.com for in store pick up. I went to the store after work and spoke with a girl named Isabella. She couldn't get my online order to close out for pick up for almost an hour. She called several co-workers to try to resolve the issue. Nothing worked so she cancelled my online order and did an in store order which was unknown to me that I would lose the free activation fee and the $150 GC. Come to find out she was putting my email in wrong. She then informed me that i would have to pay my activation fee. I felt I shouldn't have to pay that considering as how my order originally had a free activation. She said she would TRY to waive it when the bill came. Fast forward to almost 2 days later, I decided to add another line well they wouldn't process that online order either and kept insisting I come in the store to do it. That's when I learned I didn't have my GC anymore. After at least 3 attempts i said screw it and cancelled my service on 7/2. i took the phone back to Isabella at 11:38 a.m. on 7/3. She insisted she couldn't take the phone back and then somehow MAGICALLY overrode the system and took it from me. I had purchased a glass screen protector for the phone and told her I could't get it off so she snatched it from me and flung it on the desk. After she went and got the receipt I said thank you and she just turned and walked off. No issues until I received a 742.84 phone bill 3 days ago for a phone I DON'T HAVE. I called and chatted with several reps for days and they said there was no record of me turning the phone in and threatened to send it to collections. At this point I am beyond livid! I went back to the store and THANKFULLY Isabella was NOT there. I dealt with a MUCH nicer guy who put the notes in the account. I called the customer service line for what feels like the 74643782 time and THEY FINALLY TOOK OFF THE CHARGES! All this could've been avoided had Isabella done what she was supposed to and notated the account correctly. Maybe she needs proper training? Or maybe to find a new profession? I dunno. Something needs to happen! Her laziness almost resulted in my credit suffering and took days of my life to...

Horrible experience called ahead of time to make sure they had the galaxy 8 and to make sure I could get it then went up there and the woman tried to tell me unless I got all the extra accessories that she wouldn't be able to sell it to me I was like what because I don't want to buy a 35 dollar screen protector you can't sell it to me then she went into some cap about she wasn't allowed to sell a "high end" phone without a contract ... mind you I had called to make sure they had the phone and that I could get it on the go plan without contract and she said yes well the she said she would call the mall store to see if I could get it there and she was talking to someone and then she got off the phone and said no that I couldn't get it there either than she refered us to boost mobile or metro pcs to get a "cheaper phone" so we went straight to the mall corporate store and was able to get the phone and we told them about what happend and they said she never called them this just happend today on memorial day so I don't know what her issue was maybe she was racist or prejudice against us because on the phone she said yes she had and and told me to full retail price then we get there and she change's her story and wouldn't sell it to us I wouldn't recommend this store at all save your time and go to the mall...