AT&T Store — Local services in Mount Pleasant

I WISH I WAS AN UNDERCOVER BOSS! Today I visited this store with my 74 year old retired veteran grandfather to purchase him a new iPhone 13 Pro Max and an iPad Air. While we were waiting everyone in the store was polite and friendly, but one person stood out beyond measures. Kris Vernette. First and foremost, he immediately recognized my grandads service to our country and promptly thanked him. He also checked every Avenue possible to find us the absolute best deal and we didn’t even have to ask him to do that. He laid out every possibility for us and gave us his professional opinion and then allowed us to pick what option we liked best. Kris was so professional I thought HE was the store manager (I found out after asking for the manager so that I could compliment Kris, that the manager was busy at the time which gave Kris 5 more stars in my book for how he stepped in so effortlessly). Not once but twice, this rude couple entered in the store demanding unreasonable service honestly and they both were just flat out NASTY, but Kris calmly and politely stepped in each time before things could get too out of hand and tried to diffuse the situation. Kris never matched their energy and the average person might have lost it the way those two were going. Although the angry couple still left in an uproar, there was literally nothing Kris or anyone else could have done to handle the situation any better than he did. Upon storming out the store and using much fowl language the angry couple said they would be taking their business elsewhere, and that’s their right (maybe they should go to another company that would welcome their abusive behavior towards their employees) but seriously, Kris should be promoted and offered a huge raise for the way he conducted himself and represented AT&T today. He should be the trainer that trains the trainers on how to train new and upcoming sales representatives. I’m going to be checking back up on Kris and his growth with the company. We are face to face kind of people so anytime my grandfather wants something new, we go inside of a store no matter how good the customer care over the phone or online prices might be. And every single phone he has had since AT&T was Cingular has come from an in store representative. I must say I look forward to seeing Kris promoted and/or new members of your upcoming teams trained by Kris Vernette. 5 stars because google doesn’t offer 10...

In the past we have received great service here. However, just had the WORST customer service ever. 4 employees and only one of them reluctantly assisted me. I was the ONLY PERSON IN THE STORE! When he asked the head salesperson for help, the head salesperson couldn’t be more annoyed and “put out” by the question. He even rolled his eyes. Seriously. And did not come over and have a conversation with me, learn more about the situation, or offer any help. Since the head salesman couldn’t be bothered to help, my salesperson instructed me to call AT&T on my phone while at the store. In the end I spent 45 minutes on the phone with AT&T and Asurion (the insurance company for service claims), and while the people on the phone were not helpful, I was shocked that not one single salesman, all of which who could hear my entire conversation since I was the ONLY PERSON THERE, offered to assist, offered advice, offered expertise or anything other than eye rolls, apathy, and the offer to sell me a new phone although my phone is clearly covered by the insurance and, initially considered, the warranty. I had to do all the leg work, navigate the continually confused phone customer service associates and essentially spend 45 minutes of complete frustration on my own without even offer of assistance. At the end of the 45 minute phone call which ended in no resolution, the salesmen were as useless, apathetic, and dismissive as they had been prior to connecting me to AT&T on the phone. If they had tried to assist and help out, or be in the least bit concerned and still were unable to resolve the situation, I wouldn’t have faulted them. It was the fact that they sat sprawled out on their couch and had nothing to do with us. As a family who has over 6 phone lines with AT&T as well as years of loyalty to their company, I was astounded, unimpressed, and finally insulted by the behavior and attitudes of the employees working at the store now. As I said, this has not been our usual experience, but today was so outstandingly frustrating and they were so extremely useless, that we will be looking into new...

I have never experienced worse customer service from a manager than I did with Stan. He was shockingly unprofessional, dismissive, and completely unwilling to help resolve an issue that originated from his store.

Last month, a store representative helped us upgrade our phones. She appeared to be new and unsure of the process. She never informed us how to return our trade-in devices and told us we'd receive an email with instructions—which never came. We also never received a return box or shipping label.

When we returned to the store to resolve the issue, we were told we had to call the loyalty department because it was now past the 30-day return window which we were never made aware of. After 20 minutes on the phone, the rep said the store needed to note the account because the error was made there.

Stan, who was sitting at an empty table the entire time, did nothing. Even after my wife specifically asked to speak with a manager, he refused to help. When he was finally asked again to assist, he rolled his eyes, crossed his arms, and flat-out said he would not note the account or accept the trade-ins—even though the mistake originated with his staff.

He was extremely rude and even told my wife, “You should’ve known better,” referencing her previous work with Verizon. For context, she worked on government and corporate accounts—not retail—and every trade-in we’ve done before came with a return box and label automatically.

To make matters worse, the original rep added several services to our new plan that we never approved, increasing our monthly bill without consent.

Due to the complete lack of accountability from Stan and his poorly trained team, we are now out $1,800. We will be terminating our contracts and going back to Verizon, where we were treated with professionalism...