AT&T Store — Local services in New York

As a long time customer of AT & T every bad customer service experience I have had has been at THIS location and today topped them all. I went in for a VERY SIMPLE activation of a smart watch gifted to me by my girlfriend (and purchased at an A T & T store). On supplying my ID as an authorized user of my girlfriends account (we have several devices on our account) the guy - who incidentally made me wait to be served while he was doing NOTHING- questioned the picture on it. I joked that it had been taken 10 years ago but he persisted then saying the FIRST name was not spelled EXACTLY as it is on account. Listen the LAST name is more important and many people alter the spelling of their first name a little over the years. Anyway he found this a huge problem and forced me by circumstance to explain I was transgender in a store with other people in it. I walked towards him and he immediately screamed to stand six feet away - relax buddy we have masks on. I explained in low tones the reason it was Leigh and not Lee. Note that I had a phone from there and had provided this ID on MULTIPLE occasions in this horrendous store with no issue. Listen maybe he did not like my thin blue line tank top supporting the police and he didn't like that my picture had me with a different hairstyle but this was UNCALLED FOR. Let me say I have used this ID everywhere required for 10 years and not once have I been subjected to this. He then went to "check with his manager " who I should in retrospect have demanded to see but then again when he came back with NO as an answer so he was just as prejudiced. Now don't go telling me rules are rules - this has NEVER mattered ANYWHERE before. It's my first name for gods sake AND it was clear we had been customers for over 20 years with multiple purchases. This is a long review but this was disgusting customer service and VERY DISCRIMINATORY. Had I been of a similar mind I could have asked to be served by a different representative. Incidentally I went to another store where my watch was activated immediately and everyone treated me with RESPECT. Totally disgusted with this store and something should be done to educate employees so this does not happen to anyone else. Will NEVER darken the door of this establishment again. Incidentally in order to identify the employee and his 'manager' which I neglected to ask names of...the time and day this happened was Tuesday 11 August around 11am. And as for the copy and paste reply from owner here I hope this serves you well when I report you both to...

There is one thing I appreciate is good customer service. On November 14, I visited the AT&T store at 200 5th Ave.

I was very disappointed that although I pre-ordered my iPhone 12 Por max, it never reached me on November 14, even though FedEx said it was delivered. It was an emotional roller coaster between, FedEx and AT&T. After spending three hours on the phone with AT&T customer service trying to rectify it, the agent accidentally disconnected the current line that I was using, probably due to a misunderstanding, even though I said I would like them to make a claim about my missing iPhone, and start the process on getting another one. So I decided to go to my closest, AT&T store to see if I can get my line restored and possibly purchase another iPhone. Once I arrived at the store, the staff was very courteous, but that’s not what stuck out. It was the manager at that location that not only listen to my problems but went beyond the call of duty, thinking of different ways and how she could help me not only restore my line but giving me valuable information about my missing phone as well as helping me set up my iPhone 12 Pro max, She reminded me of why that location is my favorite location to go into for all of my Wireless needs, it is tough to find good customer service especially people that will take on your issue as if it was their own and do everything in their power to try and rectify the problems. I would be going there again. I wish I could have remembered her name, but I know I’ll run into her again at some point when I return to...

I had a very disappointing experience at this AT&T store. The staff did not clearly explain the charges, and I ended up being billed double for what I thought was a single payment. When I returned to the store to fix the issue, the manager was not helpful at all. He gave me incorrect information that completely contradicted what customer service told me later.

It’s very frustrating to receive conflicting answers from the same company. Instead of helping me resolve the problem, the manager just told me to call customer service, pushing the responsibility elsewhere. I wasted so much time trying to get a clear answer, only to be passed around with no real support.

I expected better communication and accountability from AT&T. I would not recommend this location based on...